Senior Support Specialist at Sourcefit

Job Summary:

• Location: Santo Domingo [WFH]
• English: Advanced
• Salary: RD$70,000
• Schedule: 8:00 AM-5:00 PM, Monday to Friday

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

You will be part of a unique opportunity that will shape the future of IT at Supernus. The modern technology stack planned by the Supernus IT Management Team will help you grow your career in IT, as well provide growth at Supernus.

Essential Duties & Responsibilities:

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.
• Develop and lead new user IT orientation, onboarding, and training program.
• Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.
• Strong sense of ownership and accountability to identify tasks and see them through to completion.
• Maintains knowledge base and works with management on creating/updating standard operating procedures.
• Provide guidance and explain policies and procedures to IT support staff and end-users.
• Schedule and proactively manage regular hardware and software upgrades for employees.
• Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.
• Work closely with Supervisor of Support Services on special projects.
• Collaborate with the IT and business manager(s) to brainstorm on ideas and strategies to enhance excellent customer experience in the organization.
• Design and update IT products or services offering.
• Install, test and configure personal computer devices, peripheral equipment and software.
  • Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.
• Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.
• Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
• Identify and implement improvements on procedures and processes.
• Actively participate in change control meetings and system maintenance activities.
• Performs other duties as assigned.

Supervisory Responsibilities:

• Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.
• Mentor, train, and groom junior members in the support services team.

Knowledge & Other Qualifications:

• Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.
• ITIL Processes Knowledge.
• Hands on experience with incidents and requests ticketing system (FreshService or ServiceNow)
• Capable of lead innovation initiatives, process improvement and standardization within the IT organization.
• Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment
• Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
• Hands on experience setting up and troubleshooting mobile devices.
• Experience with Endpoint Client Security software.
• Ability to pay attention to time management, as well as possessing analytical skills.
• Ability to showcase good leadership skills to carry team members along.
• Proficient in the English language (speaking, writing and comprehending).
• Ability to work weekends if needed.

Supplemental Qualifications:

• ITIL 4 Certification.
• COMPTIA A+, or Network+, or Security+, or HDI Certification.
• Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.
• Hands on experience with Mobile Device Management Platforms.
  • Jamf, Intune, AirWatch
• Help Desk oversight experience.
• Project management experience.

Other Characteristics:

• Customer-oriented and patient.
• Detail oriented and ensure all issues/ are recorded and acted upon.
• Must be flexible and adapt quickly to change.
• Must be creative, and be able to motivate, coach and lead others.
• Ability to multitask and maintain focus on all areas of responsibility concurrently.
• Live by Supernus values: commitment, caring, integrity, and innovation.
• Authorized to legally work in the United States without visa sponsorship.
• Candidate should be comfortable moving though out a five floor, connected two building complex.

Physical Requirements / Work Environment:

• Position may require prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, and bending; the ability to push, pull, drag and/or lift to 35 pounds; normal manual dexterity and hand/eye coordination; repetitive hand movement using a computer keyboard and mouse.
• Required to have close visual acuity to perform activities such as viewing a computer monitor and reading.
• The worker is not substantially exposed to adverse environmental conditions.