IT Support Engineer - US

TOMRA was founded in 1972, based on the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides technology-led solutions for transforming how society and industries obtain, use and reuse the planet’s resources to enable a world without waste 

We believe that through challenging status quo, we inspire our customers, lead by example, and take part in the beauty of transformation. Want to learn more about TOMRA? Please visit us at www.TOMRA.com. 

The role as IT Support Engineer is primarily office based. This means you have to be present at our Sacramento office on a regular basis every week, but may - upon agreement with your manager - do some of the work from an home office, when suitable.

As an IT Support Engineer, you will work in the IT Operations team providing technical support, guidance, and assistance to our internal users. You ensure the smooth operation of IT systems and infrastructure. You contribute to a reliable, professional, and timely IT support delivered to our internal customers. You resolve incidents and requests which require a broad knowledge of the IT solutions provided and insight into the infrastructure. 

You need to have a customer-centric approach to resolve issues and provide services offered in the Group IT service catalog. You consult with users to analyze business needs and work with Solution Engineers helping to design appropriate technology solutions. 

As a member of the global IT Support team, you will contribute to keeping TOMRA employees productive with state-of-the-art IT equipment. You provide feedback to and work with the IT Solution Engineers to continuously improve the solutions provided.  

As a Support Engineer you build expert knowledge in some of the provided solutions and support the infrastructure team with local IT infrastructure maintenance. 

You may be asked to provide divisional systems support or provide expert knowledge for divisional IT topics as delivering offerings from the service catalog.

Your responsibilities can be described (but not limited) to the below listing:

User Support 

• Provide L1 and L2 Helpdesk support to end users.
• Manage the onboarding/offboarding processes. 
• Providing training to users as needed. 

IT Service Management 

• Handle incidents and service requests based on priority. 
• Handle local tickets where hands-on involvement is required. Act as part of the global Support team on tickets which do not require local handling. 
• Troubleshoot and prepare difficult Support tickets for escalation to L3. Support L3 with information gathering and efficient user communication. 

Client Administration 

• Support and maintain a wide range of devices, including desktops, laptops, mobile device, meeting room systems, printers, and other peripherals. 
• Assist and collaborate with IT Solution Engineer in the configuration, deployment, and maintenance of IT devices using the Endpoint Management platform. 
• Assist in software and system design, releases, and rollouts according to change management best practices. 
• Participate in project work to deploy solutions. 
• Help with IT related administration and facility work. 
• Audit computers, report and follow up on compliance issues. 

Asset Management 

• Keep IT asset records always updated. Employ automation where possible. 
• Manage local IT asset reporting requirements as needed.  

Infrastructure Management 

• Check local IT infrastructure, ensuring that all systems are in accordance with the guidelines provided. 
• Support the global infrastructure team in improving systems documentation and checklists. 
• Support events like Town Hall meetings or customer conferences and ensure the systems are operational/checked prior to the event. Provide expert support during the event. 

Collaboration 

• Collaborate with other IT team members on projects and initiatives. 
• Work with established partners to resolve issues and procure necessary equipment. 

Training and Documentation 

• Guide and train junior Support staff. 
• Participate in and contribute to internal and external trainings. 
• Create documentation and solution articles for new procedures and keep existing documentation updated. 

University degree in Computer Science (B.Sc.) or at least 3 years of experience in similar positions. 

• Superior knowledge of Windows Client Operations System and Microsoft 365 environments. 
• End user IT support experience. 
• Experience with communication and collaboration systems (Outlook, Teams, M365) 
• Network technology and security knowledge (WAN, LAN, WLAN) 
• Experience with Microsoft Intune for MDM, configuration, and application deployment. 
• Windows Server (2022/2019) or Linux administration knowledge is a bonus. 

In addition, to us it is important that you also are

• Fluent in English. 
• Superior in communication and social skills. 
• Self-motivated and proactive, with the ability to work autonomously and prioritize tasks effectively. 
• Willing to walk the extra mile when needed and intrigued with the opportunity to work in a global team collaborate with colleagues all across the globe.

Applications for this position will be reviewed on a rolling basis. While the official application deadline is January 29, 2025, we encourage interested candidates to apply as soon as possible, as we may close the posting before the deadline if we identify the right candidate.

TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law.