Senior Technical Support Engineer

Berlin Packaging is the nation's premier supplier of rigid packaging and packaging components. We are a $2.6 billion-dollar company with 30+ straight years of record growth.

Don’t know what makes the rigid packaging industry special? Well, chances are you enjoy products supplied by Berlin Packaging every day! Imagine yourself walking into your favorite big-box store. Take a mental look around and think about every glass, plastic, or metal package you see. Berlin Packaging touches virtually every market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and now, cannabis too.

Next, combine that with an award-winning culture. Our 1,000+ employees are high-performing - and importantly, collaborative - entrepreneurs who blow through obstacles and embody an “Anything is Possible!” mindset. We love it here. Our engagement scores are 3x the national average. And every single employee shares in Berlin’s profitable growth.

Now you understand why since 1898, our 100+ year-old company has grown 10x faster than our industry!

And we're not done yet.

In order to continue our record growth streak, we need people like YOU to join our team! Are you up for the opportunity of a lifetime? If so, we are seeking a Senior Technical Support Engineer who is highly motivated, results-oriented professional who will be focused on the design, configuration, and support of windows-based client systems. Is responsible for improving the security, stability and performance of the systems and applications.

Key Accountabilities:

• Be an entrepreneurial, self-directed technical expert that can work both independently and with the broader team.
• Identifying, diagnosing, researching, tracking, and resolving technical problems.
• Escalating issues and facilitating user assistance from third parties or other IT groups as needed.
• Maintaining a senior level of knowledge and involvement in many aspects Berlin Packaging information systems environment.
• Deploying, managing, and documenting a wide variety of IT devices and applications running primarily on Lenovo desktops, ThinkPad laptops, Apple mobile and computer devices, and Polycom Telephony Equipment.
• Configuring and repairing workstations, laptops, IOT Devices and audio-visual equipment on a timely and independent basis.
• Interacting independently with end users and meeting all assigned user support and IT project commitments.
• Effectively working in a cooperative and collaborative global team environment.
• Regular activities include desktop engineering and troubleshooting, mentorship of Technical Support Engineers, data cabling, systems administration in a Microsoft environment. Telecom/mobility administration, root cause analysis, and assistance in managing the daily activities of the department.
• Senior point person on the team for engaging in technical collaboration with other Infrastructure groups and Business IT teams as appropriate.
• They must possess excellent customer service skills and are comfortable with being a principal owner of assigned technologies or applications.
• Fulfill employee portion of the Berlin Values.

Knowledge, Skills, Abilities:

• Bachelor’s degree in a STEM field or the equivalent experience and certifications
• At least one Industry related certification required – CompTIA certifications, Microsoft MCP or MCSA, Cisco CCNA or equivalent proctored certification
• Minimum of 4 years of IT related job experience in a medium to large enterprise environment
• Consulting or MSP background preferred
• Strong Experience supporting Microsoft 365 in an enterprise environment
• Strong Experience supporting Microsoft Active Directory based users
• Experience in programming/scripting with an emphasis on automation of administration functions, such as account creations and desktop deployments using PowerShell, VBS, Batch/Bash
• Experience supporting cloud based VOIP telecommunications such as Teams or Cisco
• Experience with SCCM, DHCP, DNS, file services, printer management, Citrix, Okta, and Exchange administration
• Understanding of networking concepts and firewalls
• Must have valid Driver’s License
• Strong problem-solving and analytical skills
• Ability to manage multiple tasks simultaneously
• Ability to be flexible and take on new skills and responsibilities as this role evolves with the changing technologies and methods common within the field
• Cisco switching and routing experience a plus
• ServiceNow and ITSM management experience a plus
• Administering Microsoft SharePoint Online a plus
• Multilingual a plus – Spanish, Italian, French or Dutch

Working Environment:

• Flexible work from home and in-office schedule after 60-day probationary period. Required in-person attendance Tuesday, Wednesday, Thursday each week. Option to work from home office Monday & Friday. Remote work ability is subject to manager discretion and additional in-person days may be required.
• Occasional domestic and international travel
• Occasional lifting of up to 50 pounds may be required
• Business casual office environment

Berlin offers an outstanding compensation and benefits package including profit sharing, 401(k) with company match, medical insurance (including an HSA option and telemedicine), dental, vision, life insurance, short- and long-term disability, paid parental leave, health club reimbursement, tuition reimbursement, 529 college savings plan, employee assistance, smoking cessation program, pet insurance (new!), employee discounts, employee referral bonus program, and, last but not least, flexible spending accounts for transportation, medical, and dependent care.

Berlin Packaging provides equal employment opportunities for all employees and applicants for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances

This position is not eligible for sponsorship.

Berlin Packaging maintains a smoke-free workplace

#LI-Hybrid