Job Details
Job Summary
This position is responsible for providing technical assistance and support related to the company s information technology operations, activities, systems and users across multiple sites. This includes responding to support needs, executing troubleshooting steps, gathering information, isolating problems, escalating issues, monitoring systems availability, managing tickets and meeting SLA s. Candidates should have a mix of technical and customer service skills. These functions are performed in support of the company s users, systems, facilities and data centers.
Job Description
Responsibilities:
- Provide operational and end user support for IT systems and activities, including:
- Windows AD, Azure, and AWS environments
- Server deployment, management and monitoring
- Audio-Visual systems, including Poly equipment and Teams Rooms
- Telephony systems, including Teams Voice, Mitel and mobile devices
- O365 services, including Exchange Online, InTune, Sharepoint, Teams
- User accounts and permissions
- Printers and copiers
- Provision, deprovision, install, maintain, and support users, applications and devices. Coordinate repair of company devices.
- Provide technical support, guidance, and training to users.
- Troubleshoot and diagnose hardware and software problems. Ensure full resolution within a timely manner.
- Log & work tickets in the Service Management ticketing system (currently Jira).
- Ensure adherence to corporate standards.
- Monitor and report system performance.
- Maintain system and training documentation. Perform log review and maintenance.
- Assist and coordinate with other members of the IT team.
- Perform other related duties as assigned.
This position is primarily located in our San Francisco office, supporting multiple offices, including local and remote users and requires occasional travel to supported sites in Palo Alto and Sherman Oaks.
General office environment: Ability to sit for long periods of time and to move about an office.
Supervisory responsibility: None
Qualifications/ Required
Knowledge/ Experience and Skills:
- Background in O365 applications and services, including Microsoft Office, Teams, Exchange, Sharepoint, InTune, Power Apps, etc. Experience with Jira, Adobe and Sage is helpful.
- Background in end user support & training. Excellent customer service and interpersonal skills, including the ability to communication technical information, both verbally and written, to a wide range of users.
- Experience in IT systems and network administration, including specific knowledge of Windows Server and Microsoft Azure. Experience with AWS is helpful.
- Competent knowledge of computer hardware and software.
- Must be self-motivated, and possess the ability to work reliably and responsibly, both independently and in a team environment.
- Excellent troubleshooting, problem solving, critical thinking and analytical skills. Excellent attention to detail, and good work habits under pressure.
- Readily adaptable to the changing needs of the business, with ability to manage multiple priorities.
- Ability to collaborate with multiple parties to solve problems.
- Ability to prepare reports, conduct investigations, and review documents/logs.
- Ability to learn and support new and fast-changing technologies.
Ability to use sound judgement, identify next steps to be taken, and develop appropriate solutions.
Educational Qualifications
- Bachelor s Degree in relevant field or other relevant professional experience.
- 5+ years of network administration and helpdesk experience.
- IT certifications or equivalent experience.
- Formal education in a business field is preferred.
Pay Range
$95,000 - $105,000
The range shown represents a typical pay range or starting salary for candidates hired to perform the work. Other elements may be used to determine actual salary such as the candidate s job experience, specific skills, and comparison to internal incumbents currently in role. This information is provided to applicants in accordance with states and local laws.
Otsuka offers an above market total compensation package with a 20% bonus target and 100% employer paid health insurance plan.
Disclaimer
This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka America, Inc. reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Otsuka America, Inc. is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability. You can request reasonable accommodations by contacting ...@otsuka-america.com.