VP of Operations - IT Support Supervisor

The Rockridge Group

South San Francisco, CA, United States

5 days ago

Apply on www.juju.com

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Regular working hours

Job source

www.juju.com

Tech stack

Microsoft Windows JIRA Linux Hyper-V Network Troubleshooting Network Architecture Virtualization Technology Information Technology Network Server Servicenow Vmware

Job description

Technical Support: Provide advanced technical support for hardware, software, and network issues, including escalated tickets from L1 and L2 support teams.
Incident Management: Diagnose, troubleshoot, and resolve complex IT incidents, ensuring timely resolution and minimal disruption to business operations.
System Administration: Perform system administration tasks, including configuration, maintenance, and monitoring of servers, networks, and applications.
Network Incidents: Maintain and troubleshoot network infrastructure incidents
Documentation: Create and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides.
Project Support: Assist in the planning and execution of IT projects, providing technical expertise and support as needed.
Training: Provide guidance and training to L1 and L2 support teams, enhancing their technical skills and knowledge.
Biotech Lab Support: Support any instruments in the Lab environment and collaborate with any 3rd Party companies to configure devices, equipment, and solve any incidents.
Continuous Improvement: Identify areas for improvement in IT services and infrastructure, recommending and implementing enhancements.

Requirements

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Experience: Minimum of 5 years of experience in IT support, with at least 2 years in an L3 or equivalent role.
Technical Skills:
Proficiency in Windows and Linux operating systems.
Experience with virtualization technologies (VMware, Hyper-V).
Strong knowledge of networking protocols and hardware.
Familiarity ITSM Tools (Jira, Service Now or others)
Asset Management skills
Advanced troubleshooting and problem-solving skills.
Soft Skills:
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Strong organizational and time management abilities.
Customer-focused mindset with a commitment to providing high-quality service.