Sonance is a consistent leader in high end architectural audio category with products such as speakers and audio equipment designed to disappear.

We are looking for a self-motivated, energetic team member to join our global IT team to provide desktop support and manage limited network support activities at our local facility in Minden, NV. The position Is based at our Minden, NV facility and requires you to be onsite. You will work under direction from IT manager and will be responsible for providing level 1 & 2 technical assistance and support related to computer systems, hardware, and/or software across all Sonance users.

The individual best suited for this position will be able to work independently and contribute to IT processes, system configurations while providing top level desktop support to end users.

• This is an on-site position - NOT remote

Provide technical support to Sonance employees and partners

• Responsible for resolving routine to complex information system issues relating to all technology including: workstations, software applications, printers, network, servers, LAN connectivity, wireless networking
• Take action and ownership to solve problems in response to queries and support tickets raised by business users
  • Ask questions to determine nature of problem
  • Run diagnostic programs to resolve problems
  • Walk customer through problem-solving process
  • Respond to queries either in person, email, messaging apps or over the phone
• Install, modify, and repair computer hardware and software
• Setup and Install computers and peripherals (Camera, Printers, Docks, scanners etc) for users and train new users
• Evaluate and propose technology improvements under the direction of IT manager
• Maintain and be responsible for hardware onsite to plan refresh cycles and propose budget
• Write training manuals, document new processes and procedures
• Run diagnostic programs to resolve problems
• Perform other tasks assigned by IT manager

Network and server Management

• Work closely with IT Manager to resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), VPN and other systems
• Perform basic Server and Active Directory Administration
• Maintain asset database with company IT assets
• Update and track Server System Patches on a monthly basis
• Manage and maintain local IT resources including performing backup as per Sonance IT standards

Requirements

• Proven 4-6 yr experience as a IT help desk or desktop support role or other customer support role
• Onsite at Minden, NV office with occasional travel to HQ in San Clemente, CA
• In depth knowledge and experience in installation and troubleshooting of Windows 10, Microsoft Office 365, Adobe Products and business applications to provide expert technical support in-person and remote
• Provide assistance and support wireless networking, network printers, telecommunication (thin client and device) and other tech products
• Excellent working knowledge to resolve online meeting room and client issues (Zoom Rooms, Zoom Client, Teams Room)
• Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution
• Excellent ability to perform diagnosis and problem-solving skills
• Working knowledge to be able to support MacOS and iOS devices
• Basic knowledge of networking in a multi-site network, Knowledge of Windows Server 2012+, server backup routines and UPS management
• Experience with administrating Windows Active Directory and O365/Azure platform
• Proficiency in English
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care; Service-oriented
• Degree in Computer Science or relevant field is preferred

PM21