Sr. Field IT Support

Swire Coca-Cola; Tempe (AZ); On-site; USD 85,000 - 110,000; Full time

Job summary

Swire Coca-Cola is seeking a Sr. Field IT Support professional in Tempe, AZ to lead end-user IT support, mentor junior staff, and manage system stability and performance. You will troubleshoot complex issues, configure equipment, and ensure security and documentation standards are met.

The role requires strong problem-solving, multi-system knowledge (Windows, AD, VoIP, O365), and the ability to collaborate with IT teams and stakeholders to deliver reliable user experiences.

Qualifications

• Degree in Computer Science or related field preferred.
• CompTIA A+ highly preferred.
• Microsoft Certified: Azure Fundamentals, HDI Desktop Support Technician, CompTIA Security+, CompTIA Network+, Cisco CCNA, MD Modern Desktop Admin, IT Operations Specialist preferred.
• 6+ years IT field experience required.
• 4+ years network security experience required.

Responsibilities

• Provides subject matter expertise and guides the Field IT Service Team.
• Resolves a wide variety of complex technical issues that affect core organizational functions and high user satisfaction.
• Leads training and supervises junior staff on projects.
• Maintains systems per policies and performs routine troubleshooting and maintenance on computers, monitors, and peripherals.
• Provides end-user support for devices, setup, installation, troubleshooting, repairs, maintenance and upgrades.
• Supports Windows workstations, Office 365, Active Directory, VoIP, and basic network connectivity.
• Supports wireless devices and warehouse equipment including access points, laptops, printers.
• Maintains inventory of IT devices and distributes equipment.
• KeepsDocumentation on processes and infrastructure up to date.
• Prioritizes work requests and escalations efficiently.

Skills

Customer-focused

Problem solving

Clear communication

Team collaboration

Self-starter

Education

Degree in Computer Science or related field

Tools

Active Directory

Windows OS

Office 365

Azure Fundamentals

CompTIA A+

ITIL Foundation

Remote support tools

Ticketing systems

Job description

What does Sr. Field IT Support do at Swire Coca-Cola?

This position involves a mix of technical troubleshooting and support leadership, with duties including resolving complex user issues, managing IT infrastructure, providing end-user training, and overseeing the stability and performance of systems. This position often requires strong problem-solving skills, technical expertise in operating systems and networks, and the ability to mentor junior staff and collaborate with other IT teams.

Responsibilities

• Provides subject matter expertise and guiding the other Field IT Service Team
• Resolves a wide variety of complex technical issues that affect core organizational functions and ensuring high user satisfaction
• Leads training and supervising junior technical staff on projects
• Ensures systems are configured and maintained according to policies and procedures. Performs routine troubleshooting and maintenance (by either phone or dispatch) on computers, monitors, and peripherals. Deploys new equipment and all operating software
• Provides end user customer support to assist with all use aspects of their devices including set-up, installation, troubleshooting, repairs, maintenance and upgrades
• Technical support and troubleshooting of Windows workstations, Office 365, Active Directory, Voice over IP (VoIP), and basic network connectivity
• Provide support for wireless communication devices including, but not limited to, wireless access points, laptops, handhelds, voice pick phones, printers, and warehouse devices
• Maintains a current and accurate inventory of all IT devices
• Order and distribute new and recycled equipment to the users
• Maintains accurate and current documentation on process, procedure, and infrastructure
• Processes and prioritizes work requests and escalations in a timely and efficient manner

Requirements

• Degree in Computer Science or related field preferred
• CompTIA A+ highly preferred
• Microsoft Certified: Azure Fundamentals, HDI Desktop Support Technician, CompTIA Security+, CompTIA Network+, Cisco Certified Network Associate (CCNA), Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA IT Operations Specialist (CIOS) preferred
• 6 + years of experience in IT field required
• 4 + years of experience in network security required
• ITIL Foundation preferred
• SAP authorization experience preferred
• Deep understanding of operating systems, networks, and IT infrastructure, including areas like Active Directory, virtualization, and M365 cloud services, and Windows 10/11
• Ability to analyze and solve complex technical problems
• Clear communication skills to interact with users and stakeholders, and a strong focus on customer satisfaction
• Familiarity with tools: Proficiency with ticketing systems, remote support tools, and diagnostic software
• Strong understanding of network firewalls, routers, switches and other devices
• Advanced Knowledge of Active Directory administration required
• Advanced Knowledge of Multi-factor authentication (MFA) preferred
• Advanced Knowledge of SAP authorizations preferred
• Advanced Understanding of TCP/IP network stack
• Advanced Familiarity with PCI (payment card industry) technical requirements preferred
• Strong analytical thinking (strategic thinking, thinking systematically, and problem solving)
• High Attention to detail
• Strong ability to be a self-starter, prioritize work, and meet deadlines
• Fluid ability to explain technical information in a way that establishes rapport, persuades others and fosters understanding
• Strong ability to work independently as well as part of a team
• Passion for current and future technology