Senior Support Operations Technician

H2O America; San Jose (CA); On-site; USD 61,000 - 75,000; Full time

Job summary

San Jose Water Company is seeking a Senior Support Operations Technician to join the ITS Support Operations team. This senior role oversees daily service desk activities, supports innovation, and ensures high quality end-user support across employees, contractors, and staff.

You will lead in process improvements, troubleshoot issues with LAN/WAN/WLAN, deploy hardware and software, manage vendor relationships, and contribute to cybersecurity practices while maintaining reliable, secure

Qualifications

• Bachelor’s degree and/or 6+ years of relevant professional experience.
• Has Driver’s License.
• Holds relevant certifications required for the team’s need or directed by management.
• Strong communication and leadership skills.
• Demonstrated project management skills.

Responsibilities

• Oversee daily service desk operations to ensure effective customer service.
• Diagnose and resolve escalated performance issues on client systems.
• Utilize a ticket tracking application and provide metrics to track effectiveness.
• Manage and prioritize tickets and projects to provide effective client support.
• Perform project-based work including process improvement, feasibility analysis, testing, scripting, and software evaluation.
• Remediate client system protection measures to remove malware and security threats.
• Diagnose and resolve network connectivity issues across LAN/WLAN/WAN/WWAN with Network Engineer support.
• Install, configure, and troubleshoot user systems and software applications.
• Create and maintain client network and email accounts, security groups, and distribution lists.
• Install, configure, and troubleshoot VoIP phones and related communications.

Skills

Strong communication

Leadership

Project management

Education

Bachelor’s degree and/or 6+ years of relevant professional experience

Driver’s license

Job description

Hourly Wage Founded in 1866, San Jose Water Company is an investor owned water company headquartered in Silicon Valley. With a service area of 140 square miles, it is one of the largest and most technically sophisticated urban water system in the United States. We serve over 1 million people with high quality, life sustaining water, with an emphasis on exceptional customer service.

Job Title: Senior Support Operations Technician

Requisition ID: req1191

Type of Employment: Regular Full-Time Employee

Job Openings: 1

Compensation Range: 44.52 - 54.42

Compensation Type: Hourly Wage

Founded in 1866, San Jose Water Company is an investor owned water company headquartered in Silicon Valley. With a service area of 140 square miles, it is one of the largest and most technically sophisticated urban water system in the United States. We serve over 1 million people with high quality, life sustaining water, with an emphasis on exceptional customer service. We are actively seeking talented, driven and highly-productive applicants for the position of Senior Support Operations Technician to join our dynamic team. We offer a challenging and rewarding work environment along with a competitive salary and an excellent benefits package.

Position Overview

This role is a senior member of the ITS Support Operations team that oversees daily operations, supports innovation and process improvements , a s well as ensures high-quality support for end users including, employees, contractors, and other staff members. Success in this role includes strong communication , organization, and leadership skills in order to deliver operational excellence.

Key Responsibilities

• Oversee s daily operations of the s ervice d esk activities to ensure effective customer service .
• Diagnose s and resolv e s escalated performance issues on client systems.
• Utilize s a t icket tracking application, provides metrics to track their effectiveness within the s ervice d esk area.
• Manage s , prioritize s tickets and project assignments to provide effective support to clients.
• Performs project-based work that can require knowledge and skills in system a dministration including process improvement, feasibility analysis, technical testing, scripting, and software evaluation.
• Remediate s client system protection measures to remove malware, spyware, viruses, etc .
• Diagnoses and resolve s network connectivity issues for client systems that are utilizing LAN, WLAN, WAN, and WWAN Work with Network Engineer to perform networking equipment upgrades and replacements .
• Installs, configures, and troubleshoots user systems (PC's, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Create s and maintains client network accounts, em ail accounts, security groups, distribution lists, etc.
• Install s , c onfigure s , and t roubleshoo t s VoIP phones, soft phones, extensions, and voicemail.
• Ensur e s users functional needs are consistent with IT best practices and security standards.
• Responsible for managing vendor relationships to drive client satisfaction.
• Provide s orientation for new clients and develop s training documentation as needed .
• Maintains high level of adherence to cybersecurity principles, ethics practices, and company policies.
• Travel s to remote sites as needed to provide on-site Client Support.
• Required to participate in standby or on-call rotation to meet deadlines or address emergencies as needed.
• Perform s other duties or special projects as required or assigned.

Minimum Qualifications

• Bachelor’s degree and/or 6+ years of relevant professional experience.
• Has Driver’s License.
• Holds relevant certifications required for the team’s need or directed by management.
• Strong communication and leadership skills.
• Demonstrated project management skills.

EEO Statement

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.