Job Description

What if you were given the opportunity and responsibility to make a difference? It is time to embrace your Infinite Possibilities. This is your opportunity to be part of International Paper, a Fortune 500 company and global leader in paper and packaging products. IP is known for our commitment to the environment and to cutting-edge technology. We have spent more than 100 years creating new ideas, and we are looking for people who can collaborate to help us build on our history, while creating future success. We are committed to attracting, preparing, promoting and supporting our teams. At International Paper, you control your destiny. We offer benefits, challenges, global opportunities and total rewards. When we say Infinite Possibilities, we mean it.

This is not a remote position.

This is a very capable technical position and under general supervision, the IT Regional Support Specialist II provides global remote IT support and may provide hands on support for employees and partners utilizing the IT Desktop infrastructure. The IT Regional Support Specialist may act as liaison with Information Technology first, second, and third level support groups, business and vendors. The IT Regional Support Specialist provides second tier support to end-users for PC, server, network switches, Access Points, IPhone, RF equipment, printers, and other network attached devices. The IT VRS Specialist provides technical support for all enterprise and business specific software. In addition the role may require travel within an area as assigned by the Regional Support (RS) Manager or RS Team Lead.

The primary responsibilities, actions and outputs include:

* Key Customers
* Global User Population
* Service Provider Organizations
* BIM/PIM groups
* Global Facilities
* Applications Development Groups
* Key Outputs
* Communication to End User, Service Provider, and Vendors
* Ticket creation and routing
* Ticket Handling/Routing
* Vendor Engagement (HP/Xerox, Etc)
* Maintain current metrics
* Serve as a resource to existing customers
* Provide hands on support as assigned or designated

* Operations; Support; Planning; Reporting; Financials; Leadership
* Demonstrate good, professional communication and customer service skills
* Provides day-to-day management and break/fix work of desktops, servers, IPhone, RF devices, printers, and other network attached devices.
* Maintain current metrics (i.e. closure rate, ticket handling, customer satisfaction, etc.)
* Provide weekly timesheet.
* Communicate and coordinate with users, Regional Support, IT, Service Providers, etc.
* Demonstrate maturity in independent problem solving (and dealing with ambiguity)
* Assist VRS Teams in learning to manage their workload or volume by reacting to shifts in call volume.

The external environment, including technology, competition, markets:

* Constant change in technology
* Remaining current with key technologies and trends
* Higher industry standards for IT support of critical items or systems
*
The internal environment, including interaction with others, (both inside and outside the company) policies/practices:

* Understanding and communication
* Ability to explain the IT Client Services and Support (CSS) resource planning model
* Enforcing standards and maintaining the environment for ease of support
*
The work itself, e.g., problems, opportunities, change:

* Complete understanding, execution and responsibility of the IT CSS resource planning function
* Meeting unique and independent service provider, customer, and user challenges

Scope:

* The position has influence over the entire IT VRS and RS organizations at a sustain level
* The position has influence over the processes provided by service provider and support organizations
* This position benefits International Paper businesses and IT by providing a standard support, planning and reporting process which supports the business/user needs, while continuing to drive work to the lowest cost service organization

Knowledge and Experience:

* Associate/ technical degree in Information Systems or equivalent
* 2-5 years of Information Systems experience
* Consistent demonstration of the appropriate Key Competencies, including:
* Approachability
* Communication
* Time Management
* Drive for Results
* Problem Solving
* Action Oriented
* Dealing with Ambiguity
* Learning on the Fly
* Customer Focus
* Priority Setting
* Accuracy
* Demonstrated competence to work:
* With general supervision
* Communicate effectively with all levels in the corporation

Organizational Relationship:

* This position reports to the Regional Support Manager or RS Team Lead
* The RS Team Lead reports to the Regional Support Manager

Comments:

* Travel expected and may vary by location from 10% to 25%.

International Paper is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Eighty Four PA