Site Support Technician

Since 1869 we've connected people through food they love. We’re proud to be stewards of amazing brands that people trust. Our portfolio includes the iconic Campbell’s brand, as well as Michael Angelo’s, Pace, Pacific Foods, Prego, Rao’s Homemade, Swanson, and V8. In our Snacks division, we have brands like Cape Cod, Goldfish, Kettle Brand, Lance, Late July, Pepperidge Farm, Snack Factory, and Snyder’s of Hanover.

Here, you will make a difference every day. You will be supported to build a rewarding career with opportunities to grow, innovate and inspire. Make history with us.

GENERAL SUMMARY

The Site Support Technician is a seasoned professional with over 3 years of experience as a Desktop Support Technician or in a similar role. This individual will be responsible for providing IT support to the internal corporate population of Campbell’s, operating under the Digital Workplace service domain within the IT organization. While the primary focus of this role is at Campbell’s Canadian headquarters in Mississauga, ON, Canada, the services provided can extend across the entire Campbell’s enterprise, encompassing all geographies, sites, and end users from a remote standpoint.

PRIMARY RESPONSIBILITIES
1. (40%) Corporate Site Support;
- IT Support activities (both in-person and virtual) listed below that cater in some instances to corporate locations and others to the larger Campbell’s enterprise:

- IMAC: Handling service requests for installs, moves, additions, or changes to IT devices, both hardware and software.
- IMAC Coordination: Centralized management of IMAC activities to improve efficiency and ensure timely completion according to service levels.
- Device Management: Tasks for obtaining, provisioning, and disposing of IT equipment, including inventory maintenance, orders, deployment, PC refreshes, and e-waste collection.
- IT Vending Machines/Lockers: Self-service stations at multiple locations offering IT peripherals, loaner equipment, and return services. Site Support team manages restocking.
- End-User Device Asset Management - discrete tracking of end-user assets (often via serial number or asset tag) which includes updates to the Asset database as devices are deployed/retired/replaced.
- Conduct routine checks on meeting room hardware in corporate locations to ensure AV equipment functions properly until automation is implemented.
- Serve as the escalation point for IT issues or opportunities.
- Offer AV and technical support for Teams conference rooms, including large Town Hall events.

2. (40%) Tech Lounge Support:

- Tech Lounge / Virtual Tech Lounge: Walk-in IT support stores at corporate locations providing convenience during local business hours. Virtual Tech Lounge offers Teams sessions for remote users, available weekdays during EST hours, bookable via a scheduling app.
- Remote / Sales Support: IT support for remote employees, whether permanently remote or part of a hybrid work week.
- Assist partner organizations (e.g., Network, Server) without regular presence on-site by acting as their onsite representative, often handling urgent tasks.

3. (20%) Customer Service and SLA Management:

- Manage ServiceNow ticket queue, ensuring resolution within service level agreements.
- Respond to end-user ticket status requests and follow up promptly.
- Create and maintain necessary processes and documentation.
- Coordinate with vendors for hardware warranty repair/replacement.
- Collaborate with Level 3 support and project teams for service enhancements, maintenance, and upgrades.
- Perform other duties as required.

COMPLEXITY & SCOPE
- Dual accountability for two non-related functions; IT technology services and facilities operations in Canada.
- Strategic alignment and prioritization of Canadian requirements within the broader IT corporate priorities.
- Execute projects leveraging resources that do not directly report to this role
- While this role’s primary focus of support is for The Campbell’s Company’s Canadian user base (both onsite and remote), the team aligned with this role is responsible for all IT end user devices across the entire Campbell’s corporation (~7K+ users) including employees, interns, contractors, all geographies (US, Canada, LATAM) and sites (Corporate, Plant, Warehouse, etc), excluding Plant-specific devices. Remote support requirements for this role will frequently extend to other geographies within Campbell’s enterprise as part of this broader team.
- This role will interact with a large list of vended partners including - but not limited to - HCL, Microsoft, Lenovo, Adobe, CDR Global, SHI, Canon, Staples, et al.
- The organization associated with this role will have a critical role in all Campbell’s acquisitions (eg. provisioning of equipment and software and assimilation into the Campbell’s network) as well as divestitures (eg. decommissioning of equipment and separation from the Campbell’s network).

MINIMUM REQUIREMENTS

Education:
Bachelor’s degree (Engineering or