Support Operations Technician II

H2O America; San Jose (CA); On-site; USD 48,000 - 59,000; Full time

Job summary

San Jose Water Company is seeking a Support Operations Technician II to join our IT team in Silicon Valley. This role provides Tier II support, troubleshooting hardware, software, and networking issues to ensure timely resolution and smooth operations for employees and contractors.

The position includes on-site responsibilities, potential travel to remote sites, standby/on-call rotations, and a competitive hourly wage.

Qualifications

• Bachelor’s degree and/or 4+ years of relevant professional experience.
• Has Driver’s License.
• Strong communication and collaboration skills.
• Holds relevant certifications required for the team’s need or directed by management.

Responsibilities

• Troubleshoots and resolves end user hardware, software and networking issues to ensure optimal performance.
• Diagnoses and resolves Tier II performance issues on user systems.
• Provides Tier II support for escalated issues from Tier I technicians; installs, configures, and troubleshoots user systems.
• Remediates user systems to remove malware, spyware, viruses, etc.
• Travels to remote sites as needed to provide on-site User Support.

Skills

Strong communication and collaboration

Education

Bachelor’s degree and/or 4+ years of relevant professional experience

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

Support Operations Technician II

Requisition ID

req1168

Type of Employment

Regular Full-Time Employee

Job Openings

1

Compensation Range

35.00 - 43.00

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 Support Operations Technician II 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 responsible for providing Tier II IT support and troubleshooting functions to ensure timely resolution of IT services that support essential business functions of H2O America. Th is role is primarily responsible for monitoring and resolving escalated s ervice d esk incidents /ticketing requests, collaborating with vendors, maintaining inventory, and delivering user training to ensure optimal system performance for employees, contractors, and other staff members.

Key Responsibilities

• Troubleshoots and resolves end user hardware, software and networking issues to ensure optimal performance.
• Diagnoses and resolves Tier II performance issues on user systems.
• Provides Tier II support for escalated issues from Tier I technicians Install,
• Configure, and Troubleshoot user systems (PC's, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Works with outside consultants and vendors to resolve IT issues.
• Installs, c onfigures, and t roubleshoots user systems (PC's, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Remediates user systems to remove malware, spyware, viruses, et c.
• Diagnoses and resolves basic network connectivity issues.
• Supports migration projects through testing and deployment.
• Participated in user onboarding and offboarding by assisting with setup of new user hardware and deplo y ing end user devices, as well as managing equipment returns.
• Provides user training in best practices for technology usage and security protocols 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 User 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 4 + years of relevant professional experience.
• Has Driver’s License.
• Strong communication and collaboration skills .
• Holds relevant certifications required for the team’s need or directed by management .

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.