About Sonoco

Sonoco is a global leader in sustainable packaging solutions, serving diverse industries with innovative products for over 125 years. With operations spanning 80+ countries, Sonoco drives excellence in consumer packaging, industrial products, and protective solutions. Our Sonoco Performance Hub in India is a state-of-the-art facility powering IT operations and business services for our worldwide network. As an equal opportunity employer, Sonoco strictly prohibits discrimination based on race, color, religion, national origin, sex, pregnancy, sexual orientation, marital status, gender identity, age, disability, genetic information, veteran status, or any legally protected characteristic. Join us to contribute to a sustainable future while advancing your career.

Position Summary

The IT Service Desk Specialist III role at Sonoco Performance Hub, India, is a mid-level position ideal for experienced IT professionals seeking to deliver advanced technical support. As a Tier 3 specialist, you'll handle complex user issues, ensure seamless IT operations, and support Sonoco's global workforce. This full-time role offers exposure to cutting-edge technologies in a collaborative environment, perfect for those passionate about IT service excellence and career progression in the packaging industry.

Key Responsibilities

• Provide advanced Tier 3 support for hardware, software, applications, and network troubleshooting across Windows, macOS, and mobile devices.
• Manage high-priority incidents using tools like ServiceNow or Remedy, achieving SLAs for resolution times.
• Perform user account administration in Active Directory, including permissions and access management.
• Collaborate with IT teams on root cause analysis and implement preventive measures.
• Maintain IT asset inventory and contribute to knowledge base articles for self-service support.
• Deliver exceptional customer service through phone, email, chat, and remote tools like TeamViewer.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent.
• 3-5 years of progressive experience in IT Service Desk or Help Desk environments.
• ITIL Foundation or higher certification; CompTIA A+, Network+, or Microsoft certifications preferred.
• Proficiency in Microsoft Office 365, Windows Server, basic networking (TCP/IP, VPN), and endpoint management.
• Excellent problem-solving skills and ability to communicate technical concepts to non-technical users.
• Experience in a global, multicultural setting is a plus.

Why Join Us

At Sonoco, you'll thrive in a supportive culture that values innovation, sustainability, and employee growth. Enjoy an estimated salary range of ₹8,00,000 - ₹12,00,000 per year, comprehensive benefits including health insurance, professional training, and flexible work options. Be part of impactful projects supporting Sonoco's mission to protect products, people, and the planet. Advance your IT career with opportunities for senior roles, global exposure, and a commitment to diversity and inclusion. Apply now for IT Service Desk Specialist III and elevate your professional journey at Sonoco Performance Hub, Bangalore, India.