Sr. Field IT Support

Swire Coca-Cola; Tempe (AZ); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Swire Coca-Cola in Tempe, AZ seeks a Sr. Field IT Support to provide hands-on troubleshooting and lead a field IT service team. You will mentor staff while resolving complex issues and guiding IT operations.

The role emphasizes managing infrastructure, security, and end-user support across Windows, AD, Office 365, VoIP, and networking. Strong communication and teamwork are essential. Join a fast-paced environment focused on reliability, proactive maintenance, and clear documentation of processes

Qualifications

• Degree in Computer Science or related field preferred.
• CompTIA A+ highly preferred.
• Industry certifications like Azure, M365, CCNA, and ITIL are welcomed.
• 6+ years in IT with network security experience required.
• Experience with Active Directory and Windows 10/11 essential.

Responsibilities

• Provide subject matter expertise and guidance to the Field IT Service Team.
• Resolve complex technical issues affecting core functions with high user satisfaction.
• Lead training and supervise junior technical staff on projects.
• Configure and maintain systems per policies; perform routine troubleshooting and maintenance.
• Support end users for device setup, installation, troubleshooting, repairs, maintenance, and upgrades.
• Troubleshoot Windows workstations, Office 365, AD, VoIP, and basic network connectivity.
• Support wireless devices including APs, laptops, handhelds, printers, warehouse devices.
• Maintain accurate IT device inventory and distribute new equipment.
• Maintain documentation on processes and infrastructure.
• Process and prioritize work requests and escalations promptly.

Skills

Troubleshooting

Leadership

Communication

Customer support

Problem solving

Documentation

Teamwork

Self-starting

Education

Degree in Computer Science or related field

CompTIA A+

ITIL Foundation

Microsoft Certifications (Azure Fundamentals, M365)

Tools

Active Directory

Office 365

VoIP

Networking equipment

Azure Fundamentals

SAP authorizations

M365

PCI DSS

Firewall configurations

Ticketing systems

Remote support tools

Diagnostic software

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