Job Description

Location: Irvine, California (Hybrid 3 days a week)
Summary 

The person is responsible for IT support for employees in the U.S. office and remote users worldwide, handling 1st and 2nd level support issues regarding hardware and software. He/She supports and troubleshoots network security solutions and security tools, collaborates with the global IT team to implement and improve standardized IT processes, documents support cases and solutions in the ticketing system, and conducts IT training sessions for end users to ensure efficient use of the IT environment. 

Responsibilities  

• End-User Support: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to user requests in a timely manner and ensure effective resolution. 

• Endpoint Management: Install, configure, and maintain endpoint devices such as desktops, laptops, and mobile devices. Ensure all devices are up-to-date with the latest security patches and software updates. 

• Active Directory Support: Assist with the management of Active Directory, including user account creation, password resets, and group policy management. 

• Server Environment Support: Provide incidental support for server environments, including monitoring server performance, troubleshooting issues, and performing routine maintenance tasks. 

• Documentation: Maintain accurate records of support requests, resolutions, and changes to the IT environment. Create and update technical documentation and user guides as needed. 

• Collaboration: Work closely with global IT team members and departments to ensure seamless IT operations and support. Participate in team meetings and contribute to continuous improvement initiatives. 

• Training: Conduct training sessions for end-users to enhance their understanding of IT systems and best practices. 
• Partner with Finance to develop and manage annual IT expenditures to support the US based team 

Requirements  

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience. 

• Experience: Minimum of 7 years of experience in an IT support role, preferably in an end-user facing capacity in an international enviornment. 

• Technical Skills: Proficiency in Windows and macOS operating systems, Microsoft Office Suite, and common IT support tools. Experience with Active Directory and basic server management. 

• Strong knowledge of Windows 10/11, Microsoft 365, networks, and mobile devices (iPhones with iOS). 

• Familiarity with hybrid environments, including Windows Server and occasional Linux systems. 

• Experience with IT management tools like Microsoft Intune or Active Directory is a plus. 
• Experience with network security solutions, especially FortiGate and Sophos, is a plus. 

​​​​​​​Relevant IT certifications are a plus, such as: 

• CompTIA A+ (Fundamentals of IT support) 

• CompTIA Network+ (Networking fundamentals) 

• CompTIA Security+ (Security fundamentals) 

• Microsoft Certified: Modern Desktop Administrator Associate (Windows and endpoint management) 

• Fortinet NSE 4 or Sophos Certified Engineer (if available) 

• Structured, service-oriented, and independent work approach. 

• Soft Skills: Excellent communication and interpersonal skills. German is a plus. Ability to work independently and as part of a team. Strong organizational skills and attention to detail. 

• Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus. 

​​​​​​​Special information about the work environment 

• Willingness to work on-site 3 days a week
• ​​​​​​​International travel up to 10%
• Occasional availability for early starts to overlap with CET time zone.   

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