IT Support Coordinator

1 day ago

Onehunga, New Zealand TOMRA Full time

**Company Description**:
**About Us**

TOMRA Food designs and manufactures sensor-based sorting machines and integrated post-harvest solutions transforming global food production to maximize food safety and minimize food loss, by making sure Every Resource Counts.
Today, TOMRA is leading the resource revolution to transform how the planet’s resources are obtained, used and reused to enable a world without waste. The company’s other business divisions comprise TOMRA Recycling, TOMRA Mining and TOMRA Collection.

TOMRA has approximately 100,000 installations in over 80 markets worldwide and had total revenues of ~10.9 billion NOK in 2021. The Group employs ~4,600 globally and is publicly listed on the Oslo Stock Exchange. The company headquarters are in Asker, Norway.

TOMRA Food operates centers of excellence, regional offices and manufacturing locations within the United States, Europe, South America, Asia, Africa and Australasia.

**About the role**

As an IT Support Coordinator you will work in the global IT Team focusing on the coordination and resolution of incidents and support requests within the ANZ region, supporting over 350 end users. This includes both, delegation of L1 support cases, but also active involvement in L2/L3 cases**.**

You will also work with Support staff in other regions to ensure tickets are correctly allocated and handed over where necessary.

**In this role you will**:

- Lead and develop a small team of 2-3 people to ensure the smooth operation of service desk.
- Monitor unassigned queue and ensure tickets are allocated correctly and in a timely manner.
- Assist Helpdesk team with L1 tickets during peak periods.
- Act as escalation point for helpdesk team by taking on L2 - L3 tickets.
- Create and monitor SLAs to improve helpdesk efficiency.
- Work with 3rd parties when required to see an incident till resolution.
- Maintain relationships with suppliers of Tomra IT.
- Manage end user equipment (Laptops, peripherals).

**Qualifications**:
**About you**
- 5 years’ experience in IT Support.
- Prior experience in a customer facing role.
- Strong technical troubleshooting capabilities.
- Ability to build relationships within the business and manage stakeholders.
- Experience in asset and inventory management.
- Knowledge of Windows Server and Networking.
- Experience with IT Procurement.

**Nice to have**:

- Previous experience leading a team.
- Experience working with firewalls.
- Exposure to computer networking.
- Industry Certifications (MCSA, ITIL).

**Additional Information**:
**Why work for us?**
- Award winning, innovative kiwi success story
- Competitive remuneration package
- Birthday leave - have a day off on us
- Fantastic career opportunities locally and globally
- Flexible work arrangements (Hybrid working)
- Weekly Friday social and other events through the year
- We invest in you with professional training and development

**How to apply

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