Sr. Field IT Support

What does Sr. Field IT Support do at Swire Coca-Cola? This position involves a mix of technical troubleshooting and support leadership, with duties including resolving complex user issues, managing IT infrastructure, providing end-user training, and overseeing the stability and performance of systems. This position often requires strong problem-solving skills, technical expertise in operating systems and networks, and the ability to mentor junior staff and collaborate with other IT teams. Responsibilities

Provides subject matter expertise and guiding the other Field IT Service TeamResolves a wide variety of complex technical issues that affect core organizational functions and ensuring high user satisfactionLeads training and supervising junior technical staff on projectsEnsures systems are configured and maintained according to policies and procedures.  Performs routine troubleshooting and maintenance (by either phone or dispatch) on computers, monitors, and peripherals. Deploys new equipment and all operating softwareProvides end user customer support to assist with all use aspects of their devices including set-up, installation, troubleshooting, repairs, maintenance and upgradesTechnical support and troubleshooting of Windows workstations, Office 365, Active Directory, Voice over IP (VoIP), and basic network connectivityProvide support for wireless communication devices including, but not limited to, wireless access points, laptops, handhelds, voice pick phones, printers, and warehouse devicesMaintains a current and accurate inventory of all IT devicesOrder and distribute new and recycled equipment to the usersMaintains accurate and current documentation on process, procedure, and infrastructureProcesses and prioritizes work requests and escalations in a timely and efficient manner

Requirements

Degree in Computer Science or related field preferredCompTIA A+ highly preferredMicrosoft Certified: Azure Fundamentals, HDI Desktop Support Technician, CompTIA Security+, CompTIA Network+, Cisco Certified Network Associate (CCNA), Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA IT Operations Specialist (CIOS) preferred6 + years of experience in IT field required4 + years of experience in network security requiredITIL Foundation preferredSAP authorization experience preferredDeep understanding of operating systems, networks, and IT infrastructure, including areas like Active Directory, virtualization, and M365 cloud services, and Windows 10/11Ability to analyze and solve complex technical problemsClear communication skills to interact with users and stakeholders, and a strong focus on customer satisfactionFamiliarity with tools: Proficiency with ticketing systems, remote support tools, and diagnostic softwareStrong understanding of network firewalls, routers, switches and other devicesAdvanced Knowledge of Active Directory administration requiredAdvanced Knowledge of Multi-factor authentication (MFA) preferredAdvanced Knowledge of SAP authorizations preferredAdvanced Understanding of TCP/IP network stackAdvanced Familiarity with PCI (payment card industry) technical requirements preferredStrong analytical thinking (strategic thinking, thinking systematically, and problem solving)High Attention to detailStrong ability to be a self-starter, prioritize work, and meet deadlinesFluid ability to explain technical information in a way that establishes rapport, persuades others and fosters understandingStrong ability to work independently as well as part of a teamPassion for current and future technology