IT Support Services Engineer - EU - AMP

IT Support Service EngineerLocation: Belgrade, SerbiaDepartment: ITReports to: Regional Manager, Support ServicesRole OverviewThe IT Site Support Service Engineer at Ardagh Metal Packaging (AMP) provides hands-on technical support to AMP‑E manufacturing plants and corporate office personnel. This role is responsible for ensuring that workstations, servers, networks, and other critical IT infrastructure at assigned locations are available, reliable, and responsive to business needs.The role requires a proactive, service‑oriented professional who is comfortable supporting both office and plant environments, taking ownership of small projects, asking questions, and collaborating within a geographically dispersed IT team.This position will support users and facilities across the EU or the USA.Key ResponsibilitiesEnd User & Site SupportProvide on‑site and remote technical support to office staff and plant personnel, acting as an escalation point for the Helpdesk.Accurately record incidents, service requests, changes, problems, and knowledge articles in ServiceNow.Participate in change and problem management processes to ensure appropriate control of the production environment for assigned locations.Build and maintain strong working relationships with local facility management (Plant Managers, Plant Controllers, etc.).Execute small IT projects based on business requirements as assigned by the manager.Asset & Infrastructure ManagementMaintain accurate inventory records of IT equipment for assigned locations.Ensure secure operation of IT systems by installing, configuring, and updating protection tools such as antivirus and endpoint security software.Monitor and report workstation vulnerability metrics on a weekly basis.Promote and enforce the use of standardized technologies across the workplace.Perform installation, maintenance, and decommissioning of network circuits, phones, routers, and related equipment.Submit purchase requisitions for IT equipment and services as needed, obtain manager approval, and process goods receipts in a timely manner.RequirementsExperience & Technical SkillsMinimum 3 years of experience in IT Service Management, with a strong focus on end‑user support.Solid understanding of core IT concepts, including:Networking (DHCP, DNS, LAN, WAN, etc.)Hardware components (RAM, CPU, SSD, etc.)Microsoft Windows 11Microsoft Office 365Certifications (Required or Willing to Obtain)Willingness to obtain one or more common industry certifications. Preferred certifications include:ITIL v4 FoundationCompTIA A+ or Network+Microsoft MD‑102: Microsoft 365 Certified – Endpoint Administrator AssociateMicrosoft MS‑102: Microsoft 365 AdministratorAdditional RequirementsFlexibility and willingness to travel as needed to support other facilities, projects, training, and emergency support (travel is generally planned and coordinated in advance).Strong critical‑thinking, problem‑solving, and troubleshooting skills.Ability to work independently and make key decisions with limited daily supervision.Excellent written and verbal communication skills.AMP Belgrade – BenefitsCompetitive compensation packagePrivate health insuranceAnnual performance bonusLearning and development opportunitiesWellbeing platformHybrid working mode ( twice a week from the office)Private pension optionAbout Ardagh Metal PackagingArdagh Metal Packaging (AMP) is a leading supplier of sustainable, infinitely recyclable metal beverage cans to brand owners globally. An operating business of sustainable packaging business Ardagh Group, AMP is a leading industry player across Europe and the Americas, with innovative production capabilities, 23 production facilities, more than 6,000 employees and recorded revenues of $4.8 billion in 2023.AMP is 76%-owned by Ardagh Group and is listed on the New York Stock Exchange under the ticker AMBP.About Ardagh GroupArdagh Group is a global supplier of infinitely recyclable metal and glass packaging solutions, producing packaging for brand owners around the world. We have grown to a team of approximately 20,000 people with revenues of more than $9 billion. Today we have a presence across the Americas, Europe and Africa. Ardagh produces many of the beverage cans and bottles that contain your favourite beverages. Our packaging is manufactured from metal and glass - permanent materials that can be infinitely recycled without any loss of quality. Ardagh produces more than 60 billion containers per year (more than 160 million containers per day).The future we’re creating for Ardagh is built around our four Core Values of Inclusion, Trust, Teamwork and Excellence. We offer exciting and rewarding opportunities for talented and creative people. If you have ambition and want to make an impact with your career, come and join our team - you’ll enjoy the journey!