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Senior Support Technician

Company: Orora Packaging Solutions
Location: Buena Park
Posted on: January 15, 2021

Job Description:

Position Summary

The technician is primarily responsible for analyzing, problem solving, testing, modifying, creating and developing enhancements to the enterprise OPS infrastructure. This position must specialize int Windows and Macintosh support, online cloud service support, desktop imaging, mobile devices, and audiovisual technologies.
This position contributes tot the continued operation and development of the OPS's Information Technologies (IT) department including physical/virtual server, hardware deployment, software installation, architectural design, systems analysis, enhancement design, purchase recommendations and research, capacity planning, performance analysis, monitoring, documentation, and reporting.
This role focuses on providing support for the front-end delivery of technical solutions to our CoWorkers. In this role you are responsible for resolving end-user issues on their computing equipment and applications. Key responsibilities include installing hardware and software systems, maintaining or repairing equipment, troubleshooting a variety of computer issues, setting up computer security measures, configuring computer networks, offering technical support for on-site or via phone or email
This role requires high skill and proficiency in the theoretical and practical application of specific computer systems and analysis, including the deployment and enhancements to customized software engineering tools and scripts.

Responsibilities
Type of Work

  • Performs all tasks with customer-centric focus. Consults with users to determine hardware, software, or system functional specifications and improvements
  • Engaged in design, development, documentation, analysis, creation, testing, or modification of computer systems or programs based on and related to, user or system design specifications
  • Analyzing and weighing individual customer (internal and external) needs with the overall needs of the business 100% of the time.
  • Engage in work that requires significant discretion and independent judgment.
  • Partners with other team members in analyzing software and hardware requirements and developing action plans for accomplishing and implementing company goals through appropriate technical solutions at least 40% of the time.

    Primary Duties
    • Own and develop the operational processes, policies and infrastructure documentation to allow repeatability & awareness of the maintenance of infrastructure services & systems 5% of the time.
    • Monitors and maintains existing systems, performing performance analysis, upgrade, patches, and necessary operations at least 10% of the time.
    • Collaborate with users to identify, develop and enhance computer systems and specifications.
    • Partners with application developers to determine system compatibility and enhance usage.
    • Problem-solving with escalated tickets and issues from other teams at least 70% of the time.
    • Develop, design and implement division requests for new construction at division locations with the advisement of the business and other infrastructure team members at least 15% of the time.
      Technical Domains
      The following experience is required for this position:
      3-5 Years of Experience in the following areas is necessary for this position:
      Domain
      Symantec Ghost
      Windows 7
      Windows 10
      Macintosh Systems
      Active Directory
      Office 365
      365 Sharepoint
      Video Conferencing
      Mobile Device Setup

      Capabilities and Availability
    • Position may require travel between various OPS divisions
    • Position may require participating in meetings outside of normal business hours including occasional evenings and/or weekends
    • Position requires being available after hours.
    • Performs other duties and/or responsibilities as assigned.
    • Position may require mentorship of other infrastructure personnel.
    • Senior level of position may have temporary supervision of employees.
      Qualifications
      Education and Experience:
      • Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience a plus.
      • Must have a minimum number of years of demonstrated education, training and experience in the technical domains as described.
      • Technical certifications in listed areas a plus such as:
        • A+ Certification
        • MCP

          Knowledge, Skills and Abilities
          • Excellent communication and negotiation skills; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills
          • Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues
          • This position requires the ability to demonstrate the following competencies:
            • Problem solving and judgment
            • Leadership in your role
            • Manage execution of roles and responsibilities
            • Teamwork
            • Follow through & thoroughness
            • Time management

              Physical Demand & Work Environment
              • Please refer to the Orora Packaging Solutions Job Analysis Report

Keywords: Orora Packaging Solutions, Buena Park , Senior Support Technician, Professions , Buena Park, California

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