Senior Support Operations Technician

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

Job summary

San Jose Water Company in San Jose, CA is seeking a Senior Support Operations Technician to join its ITS Support Operations team. This senior role oversees daily service desk operations, drives process improvements, and ensures high-quality support for employees, contractors, and staff.

The position demands strong communication, organizational, and leadership capabilities, with on-site responsibilities and potential on-call rotations.

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

• Oversees daily operations of the service desk activities to ensure effective customer service.
• Diagnoses and resolves escalated performance issues on client systems.
• Utilizes a ticket tracking application, provides metrics to track their effectiveness within the service desk area.
• Manages, prioritizes tickets and project assignments to provide effective support to clients.
• Performs project-based work that can require knowledge and skills in system administration including process improvement, feasibility analysis, technical testing, scripting, and software evaluation.
• Remedies client system protection measures to remove malware, spyware, viruses, etc.
• Diagnoses and resolves 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 (PCs, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Creates and maintains client network accounts, email accounts, security groups, distribution lists, etc.
• Installs, configures, and troubleshoots VoIP phones, soft phones, extensions, and voicemail.
• Ensures users’ functional needs are consistent with IT best practices and security standards.
• Responsible for managing vendor relationships to drive client satisfaction.
• Provides orientation for new clients and develops training documentation as needed.
• Maintains high level of adherence to cybersecurity principles, ethics practices, and company policies.
• Travels 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.
• Performs other duties or special projects as required or assigned.

Skills

Communication skills

Leadership

Project management

Education

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

Job description

Senior Support Operations Technician (Requisition ID: req1191)

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 as 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:

• Oversees daily operations of the service desk activities to ensure effective customer service.


• Diagnoses and resolves escalated performance issues on client systems.


• Utilizes a ticket tracking application, provides metrics to track their effectiveness within the service desk area.


• Manages, prioritize s tickets and project assignments to provide effective support to clients.


• Performs project-based work that can require knowledge and skills in system administration including process improvement, feasibility analysis, technical testing, scripting, and software evaluation.


• Remedies client system protection measures to remove malware, spyware, viruses, etc.


• Diagnoses and resolves 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).


• Creates and maintains client network accounts, em email accounts, security groups, distribution lists, etc.


• Installs, configure s, and t roubleshoots VoIP phones, soft phones, extensions, and voicemail.


• Ensures users functional needs are consistent with IT best practices and security standards.


• Responsible for managing vendor relationships to drive client satisfaction.


• Provides orientation for new clients and develops training documentation as needed.


• Maintains high level of adherence to cybersecurity principles, ethics practices, and company policies.


• Travels 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.


• Performs 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.