Job Summary

This position provides technical assistance and support for the company's IT operations, systems, and users across multiple locations. Responsibilities include responding to support requests, troubleshooting technical issues, gathering relevant information, isolating problems, escalating unresolved issues, and monitoring system availability. The role also involves managing support tickets and ensuring compliance with Service Level Agreements (SLAs). Candidates should possess a combination of technical expertise and strong customer service skills to support the company’s users, systems, facilities, and data centers.

Job Description

Responsibilities:

• Provide operational and end-user support for IT systems, including:

• Windows AD, Azure, and AWS environments
• Server deployment, management, and monitoring
• Audio-Visual systems (Poly equipment, Teams Rooms)
• Telephony systems (Teams Voice, Mitel, mobile devices)
• O365 services (Exchange Online, InTune, SharePoint, Teams)
• User accounts and permissions
• Printers and copiers

• Provision, deprovision, install, maintain, and support users, applications, and devices. Coordinate device repairs as needed.
• Offer technical support, guidance, and training to users.
• Troubleshoot and resolve hardware and software issues in a timely manner.
• Log and manage tickets in the Service Management system (currently Jira).
• Ensure adherence to corporate IT standards and best practices.
• Monitor and report on system performance.
• Maintain and update system and training documentation. Perform log reviews and maintenance.
• Collaborate with the IT team to resolve issues and improve processes.
• Perform other duties as assigned.

Work Location:

• Primarily based in the San Francisco office, supporting multiple locations, including local and remote users. Occasional travel to Palo Alto and Sherman Oaks may be required.

Physical Requirements:

• Ability to sit for extended periods and move within an office environment.

Supervisory Responsibility: None

Qualifications/ Required

Knowledge/ Experience and Skills:

• Strong background in O365 applications and services, including Microsoft Office, Teams, Exchange, SharePoint, InTune, Power Apps, and others. Experience with Jira, Adobe, and Sage is a plus.
• Proven experience in end-user support and training, with excellent customer service and interpersonal skills. Ability to communicate technical information clearly to both technical and non-technical users, both verbally and in writing.
• Solid experience in IT systems and network administration, including knowledge of Windows Server and Microsoft Azure. AWS experience is a plus.
• Proficient in computer hardware and software troubleshooting.
• Self-motivated, reliable, and able to work both independently and as part of a team.
• Strong troubleshooting, problem-solving, and critical thinking skills. Excellent attention to detail and ability to maintain focus under pressure.
• Adaptable to changing business needs, with the ability to manage multiple priorities effectively.
• Collaborative team player with the ability to solve problems through cooperation.
• Skilled in preparing reports, conducting investigations, and reviewing documents/logs.
• Quick to learn and support new, fast-evolving technologies.
• Sound judgment in identifying next steps and developing appropriate solutions.

Educational Qualifications:

• Bachelor’s Degree in relevant field or other relevant professional experience.
• 5+ years of network administration and helpdesk experience.
• IT certifications or equivalent experience.
• Formal education in a business field is preferred.

Pay Range:

The starting base pay for this position in the San Francisco Bay area is as shown below. The actual base pay is dependent upon a variety of factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This position is also eligible for a discretionary annual bonus, paid time off, and a benefits package including but not limited to company-sponsored medical, dental, vision, and a generous 401(k) match.

$120,000/year - $135,000/year

Disclaimer:

This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka America, Inc. reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Otsuka America, Inc. is an equal opportunity employer.All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability. You can request reasonable accommodations by contacting