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 Team

Resolves a wide variety of complex technical issues that affect core organizational functions and ensuring high user satisfaction

Leads training and supervising junior technical staff on projects

Ensures 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 software

Provides end user customer support to assist with all use aspects of their devices including set-up, installation, troubleshooting, repairs, maintenance and upgrades

Technical support and troubleshooting of Windows workstations, Office 365, Active Directory, Voice over IP (VoIP), and basic network connectivity

Provide support for wireless communication devices including, but not limited to, wireless access points, laptops, handhelds, voice pick phones, printers, and warehouse devices

Maintains a current and accurate inventory of all IT devices

Order and distribute new and recycled equipment to the users

Maintains accurate and current documentation on process, procedure, and infrastructure

Processes and prioritizes work requests and escalations in a timely and efficient manner

Requirements

Degree in Computer Science or related field preferred

CompTIA A+ highly preferred

Microsoft 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) preferred

6 + years of experience in IT field required

4 + years of experience in network security required

ITIL Foundation preferred

SAP authorization experience preferred

Deep understanding of operating systems, networks, and IT infrastructure, including areas like Active Directory, virtualization, and M365 cloud services, and Windows 10/11

Ability to analyze and solve complex technical problems

Clear communication skills to interact with users and stakeholders, and a strong focus on customer satisfaction

Familiarity with tools: Proficiency with ticketing systems, remote support tools, and diagnostic software

Strong understanding of network firewalls, routers, switches and other devices

Advanced Knowledge of Active Directory administration required

Advanced Knowledge of Multi-factor authentication (MFA) preferred

Advanced Knowledge of SAP authorizations preferred

Advanced Understanding of TCP/IP network stack

Advanced Familiarity with PCI (payment card industry) technical requirements preferred

Strong analytical thinking (strategic thinking, thinking systematically, and problem solving)

High Attention to detail

Strong ability to be a self-starter, prioritize work, and meet deadlines

Fluid ability to explain technical information in a way that establishes rapport, persuades others and fosters understanding

Strong ability to work independently as well as part of a team

Passion for current and future technology