Sovos Latinoamérica · 5 months ago
Sr. Technical Support Specialist
Scottsdale, AZ
Full-time
Onsite
Senior Level
5+ years expAlliance Defending Freedom is a legal organization advocating for the right to freely live out faith. They are seeking a Sr. Technical Support Specialist to investigate, diagnose, and resolve advanced technical support issues while assisting junior-level personnel and ensuring timely resolution of technical problems.
Computer Software
Responsibilities
Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems
Rely on experience and judgment, as well as pre-established processes and procedures, to identify, research, and resolve technical issues
Document, track, and monitor issues to ensure a timely resolution
Coordinate with team leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies
Triage trouble tickets and assign to the appropriate IT support level
Primarily responsible for level 2 (advanced) support issues, but may also work on level 1 issues as needed
Assist team members who are experiencing technical difficulties and work to resolve them. Ensure work is being carried out in a timely and proper fashion and in accordance with stated service level agreements (SLA’s)
Performs diagnostic testing and analyzes test results in order to resolve issues
Determine the root cause of problems and identify workarounds or permanent fixes
Ensures workarounds and permanent fixes are documented and communicated to junior-level team members
Proactively monitor the infrastructure for possible issues and takes necessary action to prevent an outage
Serve as Subject Matter Expert (SME) for IT desktop support
Administer user network account additions, moves, and changes. Manages network permission changes (access requests) for all team members
Collaborate with IT development staff to recreate issues in the test environment
Ensure effective and prompt communication throughout the process of all support cases being worked on
Actively contributes to ongoing process improvements
Work directly with technology vendors when necessary in order to ensure all hardware and software systems are running correctly
Lead end-user training sessions by providing materials and teaching team members how to utilize technology better
Maintain IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime
Administer, update, and troubleshoot corporate telephony system
Assist in the maintenance of server and network systems as needed
Perform other duties or special projects, as required, in support of the department’s goals
Qualification
Required
5+ years' experience with desktop and systems support or Bachelor's degree in related field
Thorough working knowledge of Microsoft and other common operating systems and software applications
Excellent interpersonal skills
Proven troubleshooting and problem-solving skills
Proven ability to multitask effectively and handle the fluctuating workload
Proficient at troubleshooting problems with common office equipment
Ability to communicate effectively with end users in non-technical terms
Ability to assist and/or coach junior-level team members with advanced technical issues
Ability to work responsibly with or without direct supervision
Ability to travel as needed
Benefits
Major medical insurance
Dental care
Medical and dependent care reimbursement
Paid disability
Long-term care insurance
Life insurance
401(k) plan with a generous company match
Paid time off (PTO) that starts accruing from your hire date
11 paid holidays per year
Company
Sovos Latinoamérica
La tecnología ha transformado a las empresas y ha cambiado para siempre la forma en que los gobiernos regulan.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase