Sr. Support IT Specialist

About Vantage Data Centers

Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Position Overview

This role can be based in Santa Clara, CA, in office 5 days a week.

As a Senior IT Support Specialist, you will play a crucial role in providing remote and on-site technical support to end-users across our global organization. Strong communication skills are essential as you will work within a team environment and interact with customers daily. You will have an excellent understanding of ITIL methodologies and demonstrable experience working on IT requests, incident management, change management, and problem-solving. Utilizing ServiceNow and Manage Engine as the primary IT Service Management (ITSM) solutions, you will efficiently manage incidents, service requests, and other IT-related tasks. You should have the technical ability to support Windows 10 and 11, Mac OS, Active Directory and Azure Active Directory, Office 365 Administration (including Teams and Exchange), Mobile Device Management, and office print support. You will handle issues escalated by our Helpdesk and quickly troubleshoot and resolve complex IT issues.

Essential Job Functions

Technical Support:

• Provide 2nd line support for hardware and software issues (onsite and remote).

• Diagnose and resolve technical hardware and software issues on Windows and Apple Mac devices.

• Support and maintain video conferencing equipment on-site.

• Perform system component upgrades and provisioning/deprovisioning of user accounts across business systems.

• Provide support for various other software applications used within the organization.

• Install, maintain, and support new software applications, hardware, and systems.

• Assist in the care and maintenance of computing, network and office equipment.

Incident Management:

• Efficiently utilize ServiceNow, Manage Engine, and other available tools to log, categorize, prioritize, and assign incidents and service requests.

• Following ITIL methodology, prioritize, log, and track multiple issues through to resolution within agreed time limits.

Collaboration and Documentation:

• Work closely with other Global Support teams to resolve issues, manage IT requests, and provide assistance on 2nd line capacity.

• Create, maintain, and update technical documentation.

• Contribute to the knowledge base to facilitate self-service for end-users.

• Highlight repeat problems and potential system improvements.

Project and Change Management:

• Progress projects and assist with technical and IT platform migrations.

• Perform required software/hardware/configuration IT changes and support implementation of IT change-related activities.

Customer Service:

• Be the face of the Technology & Systems Teams.

• Properly escalate unresolved issues to appropriate teams.

• Occasionally visit other sites and offices to provide support.

Additional Duties:

• Handle additional duties as assigned by Management.

Job Requirements

Education:

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience

• ITIL (Information Technology Infrastructure Library) or relevant certifications, preferred.

• Technical qualifications such as CompTIA A+, Network+ would be advantageous.

• Experience of Agile methodologies would be an advantage.

Experience:

• 4+ years of experience in a similar helpdesk environment, preferred.

• Proven work experience as a Support Engineer or similar role.

• Experience in a wide range of technologies and working within an ITIL environment.

• Familiarity with remote desktop applications and help desk software.

• Good experience with Active Directory, Azure, Office 365, Cybersecurity, Antivirus, and Firewalls.

Skills:

• Proficient in incident management tools and IT service management platforms with a focus o global incident response (e.g., ITSM, Jira, ServiceNow).

• Strong analytical and problem-solving skills with an emphasis on global root cause analysis.

• Ability to diagnose and troubleshoot basic technical issues.

• Knowledge of applicable software licensing terms, license models, and enterprise maintenance and support contracts.

• Excellent written and oral communication skills.

• Self-starter with the ability to operate independently in a fast-paced environment and handle multiple tasks at once.

• Strong problem-solving and communication skills, with the ability to provide step-by-step technical help both written and verbal.

• Work under limited supervision, both independently and within a team environment. 

• High level of integrity and professionalism.

• Positive and proactive attitude.

• Customer-focused with a passion for enhancing employee experience.

• Travel required is expected to be up to 5% but may increase over time as the business evolves.

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

Additional Details

• Salary Range: $90,000-$100,000 Base + Bonus (this range is based on California market data and may vary in other locations)

• This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

• Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.