Senior IT Support Analyst

Spin Master Ltd•Los Angeles, CA

5d•$75,000 - $85,000•Onsite

About The Position

We are seeking a bilingual Spanish-speaking Senior Field Support Technician to provide vital onsite IT services and act as the local, hands-on representative for multiple internal IT teams. In this role, you will deliver high-quality helpdesk support, manage local workstations, and assist central infrastructure and network teams with physical, hands-on tasks without directly performing backend network configuration changes. The successful candidate will play a lead local role, assisting the IT Manager to implement IT policies, coordinate onsite projects, maintain high system availability, and align local operations with modern industry standards.

Requirements

University Degree in Information Technology, Computer Science, or equivalent professional IT qualification.
8 years or more of related IT working experience, preferably within a multinational corporation (MNC).
Experience with MDM and UEM tools (such as Microsoft Intune or Jamf) for deploying and securing Windows, macOS, and mobile devices.
Administration of cloud directory services, specifically Microsoft Entra ID, and cloud-based collaboration suites like Microsoft 365.
Experience collaborating with Enterprise-level LAN, WAN, and global infrastructure support teams.
Onsite familiarity and hands-on physical troubleshooting experience with infrastructure hardware including Windows Server/Desktop, Active Directory, DNS, Firewalls, Routers, Switches, Wi-Fi access points, Video Conferencing units, UPS backup systems, CCTV, VOIP/PABX equipment, and NAS/SAN storage.
Spanish-speaking bilingual capability is strictly required to provide support across our different offices.

Nice To Haves

ITIL certification is highly advantageous.

Responsibilities

Provide comprehensive onsite IT field support for end users and executive stakeholders, addressing hardware, software, operating system, and access-related incidents.
Deliver dedicated support for Microsoft 365 applications (Outlook, Teams, OneDrive, Office Suite), resolving synchronization, connectivity, and tenant-level user productivity issues.
Diagnose and resolve local user-facing connectivity issues, including VPN client setups, local Wi-Fi access, printing services, and peripheral devices.
Troubleshoot and support Windows and macOS workstations, managing device configuration, imaging, deployment, maintenance, and the overall equipment lifecycle.
Maintain accurate ticket documentation in accordance with ITIL incident and change management frameworks, provide timely updates, and deliver high-quality customer service in a fast-paced environment.
Act as the primary local, hands-on resource to assist the centralized network team with physical tasks, troubleshooting, and deployments, without performing direct logical network configuration changes.
Assist centralized systems and infrastructure teams with local server room monitoring, physical server rack and stack, cabling, power cycles, and backup tape management as directed.
Coordinate with internal IT teams to facilitate regional upgrades, hardware replacements, and compliance audits.
Configure, deploy, enroll, and support corporate mobile devices (including iPhones and iPads) and other endpoint devices under the guidance of the central Mobile Device Management (MDM) team.
Administer and support user identity and access management activities through Microsoft Entra ID (Azure AD) and modern identity platforms, managing account provisioning, password resets, account unlocks, and access requests.
Perform onboarding and offboarding activities, including workstation setup, physical equipment provisioning, local asset tracking, and user access configuration for new and departing employees.
Manage local IT asset lifecycle activities, tracking corporate hardware, managing vendor warranties, and coordinating local equipment refreshes.
Play a local support role in implementing IT policies, guidelines, and global infrastructure projects under the direction of the IT Manager.
Document all physical changes, local equipment upgrades, and new onsite hardware implementations.
Perform ad-hoc tasks as assigned by management to support business continuity.