Senior Field Support Technician

Spin Master is a leading global children's entertainment company, creating exceptional play experiences through it’s three creative centres: Toys, Entertainment and Digital Games. With distribution in over 100 countries, Spin Master is best known for award-winning brands PAW Patrol®, Bakugan®, Kinetic Sand®, Air Hogs®, Hatchimals®, Rubik’s Cube® and GUND®, and is the global toy licensee for other popular properties.

What will you work on?
The Senior Field Support Technician provides strong leadership skills to oversee technical support efforts for end-users across on-site, remote, and specialised event settings. The role will lead the installation, maintenance, and troubleshooting of diverse hardware and software systems while playing a pivotal role in resolving networking and communication issues.

How will you create impact?

• Leadership in System Setup and Troubleshooting: Lead the installation, configuration, and resolution of systems, encompassing servers, desktops, laptops, printers, scanners, and mobile devices. Swiftly address technical issues occurring during setup or daily use.
• Deliver Advanced Technical Support: Provide efficient and immediate technical assistance to end-users across various settings, including on-site, remote support, and during trade shows when needed, showcasing leadership qualities.
• Network Support Leadership: Take charge of setting up and maintaining local area networks (LAN), wide area networks (WAN), and wireless networks. Address network connectivity issues and actively participate in configuring routers, switches, and firewalls, displaying leadership and technical expertise.
• Advanced Issue Diagnosis and Resolution: Identify and resolve complex technical issues within hardware, software, and network systems. Provide detailed guidance and step-by-step instructions for problem resolution to end-users, showcasing leadership in problem-solving.
• User Training and Support: Conduct comprehensive training sessions for end-users on various applications and systems, leading the way in knowledge transfer. Respond professionally to user inquiries, offering guidance and troubleshooting assistance.
• Thorough Documentation and Reporting: Maintain accurate records of hardware and software inventory while documenting support requests and their resolutions in a ticketing system. Generate detailed reports on support activities and system performance as necessary, demonstrating leadership in record-keeping and analysis.
• Collaborate with IT Team: Engage in collaborative problem-solving with other IT team members to address intricate technical issues, escalate problems when necessary, and contribute to ongoing IT projects and initiatives, showcasing leadership and teamwork.
• Stay Ahead of Technology Trends: Stay updated with emerging technologies and industry trends, particularly in M365 administration of endpoint devices. Share knowledge and insights within the team to enhance the overall IT infrastructure and support services.

What are your skills and experience?
 

Required Skill Set:

• Advanced Technical Proficiency: Extensive knowledge of hardware, software, and network systems, including installation, configuration, and troubleshooting. Proficiency in operating systems like Windows and Mac, Microsoft Office suite, and various networking protocols.
• Advanced Problem-solving Skills: Capability to effectively identify and diagnose technical issues and propose appropriate solutions. Strong troubleshooting skills to analyze complex problems.
• Enhanced Communication Skills: Exceptional verbal and written communication skills to explain technical concepts to non-technical individuals and provide customer-focused user support.
• Superior Time Management and Multitasking: Strong organizational skills to manage multiple priorities and meet deadlines in a fast-paced environment.
• Adaptive Nature: Willingness to adapt to changing circumstances and technologies across various work settings.
• Teamwork and Collaboration: Ability to collaborate effectively within a team and contribute to a positive work environment.
• Physical Ability: Capable of lifting and carrying equipment up to 50 pounds and comfortable working in diverse environments, including outdoor settings.
• Leadership Skills: Demonstrated ability to lead and guide technical support initiatives, provide mentorship, and exhibit proactive problem-solving and decision-making.
• M365 Expertise: Proficiency in Microsoft 365 (M365) administration, particularly in managing endpoint devices and ensuring their optimal performance and security.

Required Qualifications and Experience:

• A bachelor’s degree in computer science, information technology, or a related field is preferred.
• Relevant industry certifications such as A+, Network+, MCSE, or CCNA are advantageous.
• Minimum of 4 years of experience in IT field support or a similar role.
• Proven experience in installing, configuring, and troubleshooting hardware and software systems.
• Experience in network setup and troubleshooting, covering LAN, WAN, and wireless networks.
• Familiarity with virtualization technologies such as VMWare.
• Strong knowledge of IT best practices and security principles.
• Successful completion of ITIL Foundations.
• Ability to plan, implement, test, and troubleshoot system software and hardware.
• Proven experience in Microsoft 365 (M365) administration, especially in the management and optimization of endpoint devices.
• Leadership experience or demonstrable leadership qualities in previous roles.
• Familiarity with cloud-based collaboration and productivity tools within the Microsoft 365 suite.
• Fluent in English written and spoken.

#SpinMaster #Toys #LI-Hybrid #LI-MK

What you can expect from us:

Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun.

• Growth and Career Opportunities
• Flexible Work Hours
• Innovation, Collaboration and Fun
• Comprehensive Benefits
• Other fun Perks!

What’s it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

Everyone is welcome in our sandbox and we are committed to an accessible and inclusive hiring process that provides reasonable accommodation to all applicants.

Spin Master strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at and we will work with you to meet your accessibility needs.

We do appreciate all interest; however only those selected for interview will be contacted.