IT Deskside Support

Regional Deskside Support Technician

From a small family business to a multi-billion-dollar global company, Sonoco has been changing the face of products and packaging since 1899 — all while keeping the heart of "People Build Businesses" alive. Our talented people are at the core of our growth, constantly reinventing the Sonoco wheel with brilliant solutions every year. Today we are a world leader in global packaging solutions with diversified operations in over 34 countries. We're extremely proud of our portfolio of brands, our achievements in sustainability and industrialization and the groundbreaking work accomplished by our people.

The Regional Deskside Support Technician will provide support to Executives and escalated level III support to employees across the region. Areas of support may include PC hardware, PC applications, printers/multifunction devices, and local server applications.

In this role you will be a key member of the Deskside Support Team that resolves, tracks, and manages escalated technical problems within ServiceNow as requested via phone, email and internet chat to fulfill these responsibilities, and as necessary contribute to the knowledge base by creating documentation describing issues encountered, their resolutions and work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems across Sonoco.

What you'll be doing:

• Install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones
• Office365 end user support
• Provide support related to acquisition and divestiture activities as directed
• Provide support for ITIO site assessments as needed to support ERP deployments
• Ensure regional ITIO initiatives comply and are aligned with corporate standards, and facilitate engagement with corporate ITIO product teams (Hosting, Network, and Client Serves organizations) as needed
• Provide onsite support as needed for the coordination of Corporate ITIO initiatives such as PC refresh, LAN/WAN upgrades, and wireless network upgrades
• Install and maintain computer software on users' devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection Incident response and client response coordination for hardware and other IT Operations related failures
• Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance, and compliance
• Perform routine IT system administration, including health checks and supporting incident resolution
• Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes

On occasion, may perform off-hours maintenance and deployments for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs. As ownership of problems from any administrator, follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the administrator. Evaluate and perform root-cause analysis on escalated issues. Create documentation to assist other departments with further analysis of technical issues. Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues. Provides occasional off-hours on-site support for planned maintenance work, unplanned support issues, or to meet customer SLAs.

Compensation: The annual base salary range for this role is from:

• Specialist I, Deskside Support: $59,600 - $67,050.
• Specialist II, Deskside Support: $71,920 - $80,910.
• Specialist III, Deskside Support: $84,640 - $95,220.
• Senior Specialist, Deskside Support: $104,400 - $117,450, plus an annual target bonus of 7.5% of the base salary

At Sonoco Products Company, we offer a comprehensive total rewards package, including competitive pay and benefits. Benefits listed below are for employees located in the U.S. Specific benefits and wellbeing programs may vary depending on your location (within the U.S. or global), or if you are a union employee.

• Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
• 401(k) retirement plan with company match
• Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
• Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family
• Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance
• Tuition reimbursement

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.