Sr. Support Administrator

The Sr IT Support Administrator helps end-users resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications. Responsibilities and Duties: Provide advice, training, and assistance to users to resolve complex queries and ensure the applications/website capabilities are well understood by the business. Provide second level troubleshooting and support for incidents and projects related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network) Monitor overnight operations to ensure critical processes complete that allow for business units to function as desired when needed Produce, update, and provide best practice support on a wide range of  documents, databases, and other departmental systems. Provide fault isolation and resolution to limit and address issues promptly; prepare and test new store computer systems to ensure grand openings are executed without technology errors Help others get the most out of knowledge management systems by offering support and advice and actively participate in Knowledge Centered Support ensure documentation is created, curated and published for consumption Work according to an assigned schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done. Help others get the most out of data management systems by providing support and advice. Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate. Help manage internal and external clients by carrying out standard activities and providing support to others in relation to projects, processes or documentation. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Required: Previous Service Desk Experience and 1+ years with O’Reilly as an IT Support Administrator. Ability to analyze computer problems with the intent to develop and implement logical and effective solutions. Excellent interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills. Ability to provide Excellent Customer Service skills to end users. Display a willingness to perform research and think outside the box. Capability to operate independently and in a group setting. Advanced technical/computer knowledge. Project management experience. Preferred: Monitors, diagnoses and fixes problems with technology products. Sets up and maintains operating systems. Puts processes in place to support the creation and use of the information, data and intellect that exists in the Team Members who work for an organization, to support the achievement of goals. Understands and effectively uses standard office equipment and standard software packages to support business processes. Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications. Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Installs, sets up, configures, and manages software and environments. Utilizes systems and tools required to search for new data or retrieve existing data in a database. Bilingual written and verbal skills. Comp TIA Linux+ Certification or equivalent. ITIL Intermediate. Knowledge of Jira and Confluence Software. Advanced knowledge of Store and Distribution Center operations and procedures and systems.