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System Support Analyst, Executive Support
1840 Gateway Drive Foster City, CA 94404 US
Job Description
The successful candidate will be part of the Operations Team, responsible for supporting the company's employees, contractors, and vendors in a Windows Enterprise environment. This candidate will join a team of technicians reporting to the Manager or Director of Infrastructure Operations and will serve as a key player in providing quality support for remote and local employees.
Essential Functions of the job:
Technical Support
- Strong skills with MacOS, JAMF Administration, and Windows 11
- Must be well versed in all aspects of O365 administration, including Exchange, SharePoint, and Teams.
- Provide hands-on administration and tier 2 support of enterprise systems in an infrastructure as a service (IaaS) platform such as AWS and Azure and cloud/SaaS applications.
- Responsibilities include designing, developing, securing, administering, supporting, managing, and defining/implementing the IT-wide support model and service/request catalog for infrastructure application solutions.
- Responsible for administering the mobile device management (MDM) and mobile application management (MAM) platforms (Intune); Microsoft Teams, Polycom A/V, and Zoom Webcasting services; OneDrive and other file sync and share tools.
- Broad understanding of systems operations change management, systems management, user support, and service desk methodologies.
- Manage and provide system administration support of a growing list of enterprise infrastructure applications.
- Proactively plan and implement application upgrades, maintenance fixes, and vendor-supplied patches.
- Support and management of:
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- Desktops, laptops, and mobile devices (Windows/ Mac OSX, Android, iOS, or similar).
- Shared resources such as printers, shared workstations, conference rooms, projectors, and telephones.
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- Videoconferencing equipment (Cisco/Polycom/Zoom/Teams).
- Remote user support via phone and remote management tools, including VPN, Terminal Services, and Remote desktop connections.
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- Build, configure, maintain (patch), repair, and manage new and existing employees' systems.
- Experience with Voice over IP (VoIP) phone systems (Microsoft Teams).
- Experience with enterprise application implementations and/or migrations to the cloud.
- Experience with a virtualized environment in a distributed infrastructure.
- Analyze user enhancement requests to deliver solutions focused on establishing and improving business processes, addressing process gaps, and enabling the organization's automation and growth.
- Provide technical support during the application installation, upgrades, and migrations.
- Help execute validation test scripts, perform testing sequences, and change controls.
Customer Service:
- Proficiency in Excel, Word, Project, Visio, and PowerPoint.
- Sound administration and interpersonal skills. Must be able to interact in a team environment.
- Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Ensure the Service Level Agreement performance standards are met.
- Generate customer-facing documents. Runbooks, training aids, quick reference guides, and other aids to make customers self-sufficient.
- Recommend and produce procedures and standards to improve the quality and delivery of service to customers.
- Has a high degree of diplomacy with the ability to see and rationalize multiple points of view.
- Proactive behavior when faced with pending or potential service issues.
- Prefer Associate Degree in Computer Science or 4 years relevant IT experience.
- Prefer IT Certifications such as CompTIA A+, Network+, ITIL Foundation, HDI Tech Support Professional.
- 2+ years of experience in IT support activities with a focus on VIP/Executive level support.
- 5+ years of hands-on experience supporting Microsoft desktops/laptops, Apple and Android mobile devices such as iPads, tablets, iPhones, etc.
- Ability to absorb and retain information quickly and to present ideas in a user-friendly language.
- Proven analytical and problem-solving abilities
- Exceptional customer service skills
Other Qualifications: Service Now, Remedy, or other ITSM tools.
TRAVEL, PHYSICAL DEMANDS, AND WORK ENVIRONMENT:
- Standing or sitting for long periods may be necessary.
- Some lifting (greater than 50 pounds) will be necessary.
- Occasional travel between sites as needed.
Equal Opportunity Employer: We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert: Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
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