Senior IT Support Technician

ABOUT US
tms unites technology, marketing, and sourcing to drive transformational change for the world's leading brands. With 1,200+ employees across 26 countries, we offer an impressive range of solutions - from inspiration and innovation to category management and delivery.
Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including Starbucks, T-Mobile, O2, McDonald's, and adidas.
Most importantly, we're a place where you can achieve great things, and be recognized as the best.
WHAT MATTERS THE MOST
Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.
tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com.
WHY WE THINK YOU WILL LOVE THIS ROLE
The Senior IT Support Technician will support our Global Merchandise Services (GMS) team. GMS helps brands bring their fan communities products that unleash badge-wearing potential, so the people who love them most can love them even more.
Through reimagining products and merchandise, designing innovative industry-leading solutions, and developing in-demand products, we spark an emotion connection with customers and have a lasting impact on people, business, and the planet. We want you to be part of it!
The Senior IT Support Technician is responsible for the installation, configuration, and maintenance of GMS's global IT infrastructure. This position requires advanced knowledge of IT hardware and software. This role participates in system provisioning and maintenance that is consistent with company requirements and industry best practices. This position reports to the Director, Reporting Services & Service Delivery. The role holder will oversee the day-to-day operations, remaining in close communications with both the Director, Reporting Services & Service Delivery and other IT and outsource partnership teams, building and maintaining strong relationships with local customers and business leaders. This role will be focused on providing IT support to the GMS Business Unit within tms.
WHAT YOU WILL BRING TO THE ORGANIZATION

• Research and apply appropriate solutions to a vast array of technical issues.
• Recommend, schedule, and perform software and hardware improvements, upgrades, patches and configurations.
• Conduct research on emerging products, services, protocols, and standards in support of systems implementations, business continuity needs and development efforts.
• Develop, document, and maintain polices & procedures for GMS Systems Infrastructure.
• Practice asset management including maintenance of inventory and technical specifications.
• Manage end user accounts, permissions, access rights in accordance with best-practices regarding privacy and security.
• Provide technical support within the expected service level agreement for MACs and Windows devices.
• Ability to schedule and work during non-business hour maintenance windows (nights and weekends).
• Support mobile technology and devices (iOS and Android)
• Provide executive and white glove support.
• Provide audio visual support and training as needed.
• Deliver outstanding customer service and a positive customer experience.
• Build strong relationships with key business partners and meet with them on recurring basis to ensure that SLA's and customer service-related targets are achieved.
• Proactively review open incidents and requests daily to determine if the right course of action is being taken while also seeking opportunities for a white glove approach.
• Ensure compliance with published security plans and standards.
• Lead technical meetings with local customers to address business critical technical issues and develop corrective/preventative actions.
• Responsible for aiding in own self-development and receptive to any training made available by the company.
• Travel may be required but limited.

SKILLS AND EXPERIENCE WE WOULD LIKE YOU TO HAVE
The ideal candidate will have direct experience implementing, managing, and troubleshooting the following technologies:

• Apple OS and Windows Environments
• Microsoft Azure
• Microsoft o365 Products
• Microsoft Teams Rooms and supporting in room technology Neat, Yealink
• Print solutions - Uniflow, Papercut
• Adobe Cloud Products
• Intune
• Service Now
• Design applications - Solidworks, Keyshot
• Cisco Routers. Firewalls, WiFi Controllers, & Access points
• Polycom Video Conferencing Devices

Education

• A Technical Degree and 5-7 years of experience.
• Technical certifications are a plus.
• ITIL Foundation certification preferred.
• Desired Cisco Network Engineering certifications (CCNA, CCNP, or equivalent)
• Advanced understanding of LAN,'WAN concepts and the ability to troubleshoot network related issues.
• Advanced understanding of the desktop computing environment, including Windows 10 & 11, Mac O/S, and MS Office Products (Word, Excel, Outlook, PowerPoint).

Proficiencies

• Excellent interpersonal and communication skills
• Written and verbal English fluency required.
• Comfortable working in multicultural environment
• Dedication to immediate and thorough responsiveness.
• Detail oriented, with excellent organization skills.
• Strong analytical skills supported by a solid understanding of both business and technical processes and priorities.
• Proven effectiveness and ease in a multi-cultural environment.
• Must be able to maintain confidentiality of sensitive information and behave ethically.
• Excellent customer service skills with strong focus on customer satisfaction.
• Possess a strong work ethic
• Is equally comfortable working independently or as part of a team or group.

Salary: $100,00-$110,000
tms is committed to a diverse and inclusive workplace. tms is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact [email protected].
The base pay range for this position is for a successful candidate within the state listed. The successful candidate's actual pay will be based on multiple factors, such as job-related knowledge, skills, qualifications, and experience. tms is a total rewards company, which includes rewards beyond base salary. At tms, full-time employees are eligible for an annual bonus, based on company and individual results. In addition, we offer a variety of employee benefits, personalized time off, holiday pay, dental, vision, 401(k), and much more.
Nearest Major Market: Seattle