We are looking for a self-motivated, energetic team member to join our global IT team. This person would provide top class IT systems and desktop support on-site at our headquarters at San Clemente, CA. This person will be responsible for providing level 1 & 2 technical assistance and support related to computer systems, hardware, and/or software across all Sonance users.

The individual best suited for this position will be able to work independently and be motivated to provide best in class IT customer service to our end users. They will be an integral part of our dynamic IT team and will be contributing to various areas under the direction of IT manager.

PM21

This is not a remote position. Required to be on-site.

Responsibilities

• Responsible for monitoring incoming support requests and working directly with local and remote users to resolve routine to complex information system issues relating to all technology including: workstations, operating system, software applications, printers, network, servers, LAN connectivity, wireless networking, file shares etc
• Take action and ownership to solve problems in response to queries and support tickets raised by business users
• Ask questions to determine nature of problem
• Run diagnostic programs to resolve problems.
• Walk customer through problem-solving process
• Respond to queries either in person, email, messaging apps or over the phone
• Work with outside support partners when appropriate
• Install, modify, and repair computer hardware and software
• Assign and maintain licenses
• Setup, modify, and repair computer hardware and software
• Train computer users
• Be proactive in defining and documenting new processes or improve existing processes
• Write training manuals
• Work with IT team to procure IT equipment, software and maintain IT asset repository
• Perform other tasks assigned by IT manager

Network Admin Duties (Basic)

• Perform basic Server and Active Directory Administration
• Work closely with IT Manager to resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), VPN and other systems
• Update and track Server System Patches on a monthly basis

Requirements

• In depth knowledge and experience in installation and troubleshooting of Windows 10, Microsoft Office 365, Adobe Products and common business applications to provide technical support in-person and remote
• Proven 6-7 yrs of experience as a Desktop Engineer or Systems Administrator in an enterprise environment
• Advanced Knowledge and understanding of video conferencing equipment and usage. Knowledge of supporting conference rooms
• Knowledge to support wireless networking, network printers, telecommunication (thin client and device) and other tech products
• Must be able to communicate effectively to understand the problem and explain its solution
• Excellent ability to perform diagnosis and problem-solving skills
• Working knowledge to be able to support MacOS and iOS devices
• Basic knowledge of networking in a multi-site network, Knowledge of Windows Server 2012+, server backup routines and UPS management
• Knowledge of enterprise desktop and user administrative tools including Active Directory, SCCM, Mosyle or JAMF MDM, Windows Server 2012/2016, Powershell scripting
• Proficiency in English

PI200506292