IT Specialist II, Field Services
Sonoco · Berlin
Key Activities / Measurables:
- End-User Support: provide expert Level 2 on-site support for desktops, laptops, mobile devices, peripherals, and standard business applications.
- Troubleshooting & Maintenance: perform advanced troubleshooting and resolution of hardware, software, and connectivity issues in both office and demanding manufacturing environments.
- Deployment & Lifecycle Management: execute break/fix support, device imaging, deployments, upgrades, and replacements.
- Site Technology Management: Support specialized site equipment, including conference room technology, shop-floor workstations, shared terminals, printers, AV equipment, phone systems, and CCTV systems.
- Multi-Site Field Services: travel to company locations to support incident escalations, new site setups, technology refreshes, and standardization initiatives.
- Infrastructure Liaison: act as the local technical representative for centralized IT teams (Network, Hosting, Server), providing hands-on assistance with rack/stack, cabling, physical access, and basic diagnostics.
- Manufacturing IT: deliver specialized IT support within manufacturing/shop-floor environments, collaborating with Operations and Engineering teams.
- Business Partnership: build strong relationships with local business stakeholders, gathering and validating technical requirements to support new IT initiatives, pilots, and phased deployments.
- Asset Management: maintain accurate and up-to-date IT asset inventory, tracking the full asset lifecycle (deployment, moves, disposal) for compliance and financial controls.
- Documentation: create and maintain technical documentation, site procedures, and support guides, contributing to continuous improvement and standardization efforts.
- Other assigned duties.
Knowledge & Skills Required:
- Hands-on, adaptable, and customer-focused approach.
- Strong problem-solving and prioritization skills under pressure.
- Ability to work independently and manage time effectively across multiple sites.
- Highly organized and detail-oriented, especially in documentation and inventory management.
- Comfortable navigating and working in both professional office and active manufacturing floor settings.
Personal Attributes
- Self-starter
- Influential and persuasive
- Customer focused
- Able to act on own initiative and 'think outside the box'
- Enthusiastic, flexible and adaptable
- Willing to challenge in order to ensure fairness and ‘do the right thing’
Education Required:
Bachelor’s degree in computer science or related
Education Preferred:
Professional certification such as Microsoft, Network, Cabling
Experience:
- Proven experience in an IT Deskside Support, IT Field Services, or similar hands-on technical support role.
- Experience supporting users and technology within manufacturing, plant, and corporate office environments.
- Strong proficiency in troubleshooting hardware, software, and basic networking issues.
- Demonstrated willingness and ability to travel regularly between company locations.
- Familiarity with ITSM tools and ticketing systems.
- Excellent communication skills, capable of translating technical issues for non-technical users.
- Comfortable working in environments that require the use of Personal Protective Equipment (PPE) (e.g., safety shoes, eye protection).
- Experience supporting distributed or multi-site environments is preferred.
- Working knowledge of networking fundamentals (TCP/IP, Wi-Fi, switches, structured cabling) is preferred.
- Exposure to server or hosting environments is preferred.
- Knowledge of Operational Technology (OT) or industrial control systems is preferred.
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We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.