Senior Service Desk Technician at Symbotic

Wilmington, Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Robotics, Supply ChainIndustries

Requirements

Minimum of 5 years of experience in IT support, including advanced troubleshooting of Windows, MacOS, and Linux systems
Proven experience delivering excellent customer service and working as part of a collaborative IT team
Strong hands-on knowledge of Microsoft Intune, Microsoft Office, and Google Workspace
Experience supporting and managing security tools such as Zscaler, Microsoft Defender, SentinelOne, Absolute, JAMF, Kandji, and N-Central
Practical experience with Jira Service Desk for ticketing and workflow management
Knowledge of asset management processes, documentation standards, and IT process improvement
Strong communication skills and the ability to explain technical issues clearly to non-technical users
Bachelor’s degree in information technology or related field preferred or equivalent experience
Valid driver’s license and the ability to drive and/or fly to client and other customer locations (up to 10% travel may be required)
Ability to own a credit card and manage expenses personally to be reimbursed on a bi-weekly basis

Responsibilities

Provide support for laptops, desktops, printers, and peripheral devices
Serve as an escalation point for complex technical issues from other service desk team members
Troubleshoot and support Windows, MacOS, and Linux operating systems
Manage and resolve service tickets using Jira Service Desk while maintaining accurate documentation
Support and administer Microsoft Intune, Microsoft Office, and Google Workspace environments
Utilize and monitor security tools including Zscaler, Microsoft Defender, SentinelOne, and N-Able N-Central
Assist with asset management, process improvement, and creating/updating knowledge base documentation
Collaborate with cross-functional teams to drive IT service enhancements and projects
Mentor junior technicians

Skills

Key technologies and capabilities for this role

WindowsMacOSLinuxJira Service DeskMicrosoft IntuneMicrosoft OfficeGoogle WorkspaceZscalerMicrosoft DefenderSentinelOneN-Able N-Central

Questions & Answers

Common questions about this position

What experience level is required for the Senior Service Desk Technician role?

A minimum of 5 years of experience in IT support is required, including advanced troubleshooting of Windows, MacOS, and Linux systems.

Is this position remote or onsite?

This is an onsite position.

What technical tools and platforms will I work with?

You will support Windows, MacOS, and Linux operating systems; manage Microsoft Intune, Microsoft Office, and Google Workspace; and utilize security tools like Zscaler, Microsoft Defender, SentinelOne, and N-Able N-Central, along with Jira Service Desk.

What is the travel requirement for this role?

Up to 10% travel may be required, and employees must have a valid driver’s license to drive or fly to client and customer locations.

What makes a strong candidate for this position?

Strong candidates have 5+ years in IT support with hands-on experience in Microsoft Intune, Google Workspace, security tools, and Jira; proven customer service skills; and the ability to communicate technical issues clearly while collaborating in a team.

Symbotic

Develops robotics and software for supply chains

About Symbotic

Symbotic develops robotics and software aimed at improving supply chain operations. Their products include both hardware and software that work together to automate various processes within warehouses and distribution centers. This automation helps manufacturers, distributors, and retailers streamline their operations, making them faster and more efficient. Unlike many competitors, Symbotic focuses on creating a comprehensive solution that integrates seamlessly into existing supply chains, providing not just the technology but also ongoing support and maintenance. The goal of Symbotic is to enhance the profitability of their clients by optimizing supply chain performance through advanced automation.

Wilmington, DelawareHeadquarters

2007Year Founded

$607.5MTotal Funding

IPOCompany Stage

Robotics & Automation, Industrial & Manufacturing, Enterprise SoftwareIndustries

1,001-5,000Employees

Risks

Financial restatement and class action lawsuit may harm investor confidence and stability.

Integration challenges from OhmniLabs acquisition could divert focus from core operations.

Expansion in Georgia may face delays or cost overruns, impacting profitability.

Differentiation

Symbotic integrates proprietary robotics and software for advanced supply chain automation.

The company focuses on making supply chains faster, more efficient, and profitable.

Symbotic's acquisition of OhmniLabs expands its capabilities beyond traditional warehouse settings.

Upsides

Increased demand for warehouse automation due to e-commerce growth boosts Symbotic's market potential.

AI-driven robotics interest from major companies like Amazon enhances Symbotic's industry relevance.

Symbotic's expansion in Georgia creates 300 jobs, strengthening its operational capacity.

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