Job Directory IT Infrastructure Support Engineer

IT Infrastructure Support Engineer
Chicago, IL

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Job Description

IT Infrastructure Support Engineer


Chicago, Illinois, US

Job ID: 14128

Estimated Travel: 0 - 25%

Talent Area: IT

Ardagh Group is a global leader in glass and metal packaging solutions, producing packaging for the world's leading food, beverage and consumer care brands. Ardagh Group has a truly global presence. We operate 109 glass and metal manufacturing facilities in 22 countries, employing approxmately 23,500 people and have global sales of approxmately US$8.2 bn.

At Ardagh we have a reputation for innovation; pushing the boundaries of what's possible, pioneering new production methods, new design techniques and new ways to recycle and save energy. The unprecedented growth of our business has been driven by our unrivalled expertise, obsession with quality and commitment to continuous improvement.

We strongly believe that the success of our business depends on the success of our people. We strive to create working environments where our employees feel valued, can work to their full potential and where their achievements are celebrated. We are creating an exciting future for Ardagh that is built on our core values of trust, teamwork and excellence and we have opportunities in a wide variety of disciplines across our organization.

For more information on Ardagh Group, please visit

Job Description

The IT Infrastructure Support Engineer position is a lead support role in Ardagh's IT team, requiring a strong understanding of the various technologies used in Ardagh IT, including networking operations, server operations, VoIP operations, SCCM and SCOM usage. The position has an operational focus, including investigation of complex technical issues, root cause analysis, remediation of complex technical issues, acts as a next-level technical escalation to the Regional support team, mentoring and cross-training of the Regional support team, operational support of new complex technology deployment, and collaboration with the server, network, and applications teams to address unresolved or chronic incidents.


Investigate, design and deploy remediation for complex incidents (60%):

* Analysis and remediation of technical tickets escalated by level 2 support team.
* Design and deploy infrastructure break/fix with and provide technical instructions to 3rd party providers and onsite support teams.
* Design and deploy moves/adds/changes of Cisco VoIP operations with 3rd party providers and onsite support teams.
* This will necessitate a deep technical knowledge of and experience in the underlying technologies like Cisco & Aruba networking, Cisco VoiP, Commvault, Microsoft SCCM and server operating systems.
* Lead Project teams comprised of internal Ardagh technicians and third-party vendors to deploy solutions in support of sustainable complex infrastructure technologies across networking and telephony.
* Keep current with latest technology updates in the above areas to assess suitability for the Ardagh environment; Design and deploy once approved.

Infrastructure support (20%):

* Monitoring and remediation of server, antivirus, and network alerts
* Design, configure and deploy patches and updates of servers, switches, and Access Points.
* Monitoring and remediation of on-site backups (Commvault).
* Participation in regularly scheduled meetings with the Regional support team and the Infrastructure team to liaise on shared activities and escalate concerns between the teams.

Infrastructure process improvement (20%):

* Documentation, communication, and training of the Regional support team on best practices and standards for the enterprise infrastructure estate.
* Make recommendations to IT management of improvement areas in the infrastructure landscape in the plants and remote offices.
* Coordinate operational handoff to the Regional team for Infrastructure and applications team project deployment of new platforms and technology.

Minimum Qualifications

* Bachelor's degree or college diploma in a relevant IT field
* 5+ years of experience in designing and deploying the above technologies
* 2+ years of experience in acting as the next level of support for complex technical incidents in networking, VoiP and Server management.
* Microsoft MCSE/MCSA certification or CCNA certification preferred.
* High level of technical knowledge and experience with Windows Server OS operations and troubleshooting.
* Demonstratable understanding of networking including switches, routers, LAN cabling, racks, TCP/IP, DNS, and Cisco VoIP
* Ability to research and analyze complex problems, determine root cause and implement corrective action.
* Proficiency with Microsoft Excel and Word
* Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels.
* Highly self-motivated, self-directed, and able to work with minimal supervision
* Strong verbal and written communication skills.

Location: Chicago, IL

Reports to: Manager, IT Infrastructure

Travel: 15-20%

Environment & Physical requirements:

* Occasional work in a plant manufacturing environment with exposure to heat, fumes and moving machinery. Requires a significant amount of walking.
* Ability to lift, carry, and push/pull up to 50lbs. when moving or installing network and computer equipment.
* Hearing and eye protection must be worn in the plants, as well as other Personal Protective Equipment (PPE) as required.

Our Vision and Values

The people that make up Ardagh Group share much more than a strong brand and an excellent reputation. We each share a common vision: to be the preferred packaging partner to the world's leading brands. We will achieve our vision by delivering customer innovation, providing an inspirational environment for our people and creating sustainable value for our business through its growth and development.

Ardagh Group is an Equal Employment Opportunity (EEO)/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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