GTS Specialist

Avery Dennison; Dubai; On-site; AED 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as an IT Support Technician, where you will be the backbone of technology support. This role involves managing endpoint devices, providing on-call support, and ensuring IT policies are upheld. You will work closely with various teams to enhance technology processes and deliver exceptional customer service. If you are proactive, self-motivated, and thrive in a dynamic environment, this is the perfect opportunity to grow your career while making a significant impact in a diverse and inclusive workplace.

Qualifications

• 3-5 years of experience in software installations and troubleshooting.
• Understanding of ICT infrastructure and information systems environments.

Responsibilities

• Manage and support endpoint devices throughout their lifecycle.
• Provide on-call support and adhere to IT policies and standards.

Skills

Troubleshooting

Customer Service

Problem Solving

Communication Skills

ITIL Processes

Education

High School Diploma

Information Technology Certifications

Bachelor's Degree in Business or Technology

Tools

Microsoft Office

Lotus Notes

Asset Management Tool

Job description

An IT Support Technician is the backbone of all computer-related technology within the business(es) and site(s) he or she supports. Your primary responsibility is to provide support for Avery Dennison's endpoint computing and site infrastructure; be the local smart hands (on-call support) as well as continuously improve Avery Dennison's technology and processes.

Primary Responsibilities:

1. Manage and support endpoint devices (laptops, desktops, mobile devices, printers, thin clients) throughout their lifecycle, including provisioning, refresh, asset management, and decommissioning.
2. Adhere to and promote IT policies and standards.
3. Provide smart hand support at the site, including on-call support (per rotation schedule).
4. Follow ITIL (Information Technology Infrastructure Library) processes such as change, incident, and problem management.
5. Comply with and execute SOX controls.
6. Take ownership of reported issues and see tickets through to resolution.
7. Research, diagnose, troubleshoot, and identify solutions to resolve issues.
8. Provide prompt and accurate feedback to customers.
9. Be a technical advisor to management and end users to ensure they have the proper IT equipment to be successful.
10. Maintain accurate IT equipment, software, and license inventory in Asset Management Tool.
11. Install, upgrade, and replace selected software and hardware products according to Avery Dennison standards.
12. Work closely with service vendors, other IT teams, and personnel to ensure continuity of service.
13. Assist in implementing best practices and IT standards to more effectively utilize IT resources.
14. Deliver training on Avery Dennison's software and computer systems, including group presentations, one-on-one training, and onboarding.
15. Perform other duties as assigned.

Qualifications:

• High School diploma or equivalent required.
• Information Technology courses or certifications required.
• A Bachelor's degree in business or a technology field is preferred.
• At least 3 years of related experience, including:
  • 3-5 years performing routine software installations and updates.
  • 3-5 years troubleshooting and resolving issues on computer, server, network, and telecommunication systems.
• Understanding of information systems environments and systems; experience with Microsoft Office, Lotus Notes, and function-specific software.
• Basic understanding of ICT (Information & Communication Technology) infrastructure.
• Good verbal, data entry, and written skills; proficiency in local language and English.
• Flexible, initiative-driven, self-motivated, and creative in problem-solving.
• Team player with the ability to work independently.
• Ability to interface with cross-functional groups to define and execute requirements.
• Experience providing excellent customer service.
• Skilled in solving challenges methodically and creatively.
• Proactive in completing critical tasks, especially in team settings.
• Ability to work effectively under stress, ambiguity, and shifting priorities.
• Experience in a manufacturing environment is highly valued.
• ITIL Foundation training is an asset.
• Willingness to travel to support other sites, estimated at 20%.

Additional Information:

Our Story:

Every voice. Every day! Eight Values. One Team!

We embrace diversity and equal opportunities, believing they enrich our work. Our global team values every voice, and through listening and learning from each other, we achieve more together. We appreciate the unique talents and personalities each member brings.

Avery Dennison is an equal-opportunity employer.

To learn more about our employee resource groups and our Diversity, Equity & Inclusion initiatives, visit our website.

Employment Type: Full-time