Sopheon is an international supplier of leading-edge products in innovation management and new product development. Sopheon has operating bases in the United States, the United Kingdom, and the Netherlands.
General Summary:
Provide initial employee support for technical inquiries received via phone, email, and messaging applications.
- Assess the nature of problems and resolve basic and mid-level support issues.
- Troubleshoot software and hardware issues on laptops, desktops, smartphones, servers, SAAS applications and/or network equipment.
- Install and deploy user computer systems and associated peripheral equipment.
- Ensure the proper day-to-day operation of internal technology applications and equipment. Perform updates, repairs, upgrades, backups, and other maintenance tasks.
- Maintain operating efficiency and stability, ensure the security and integrity of all systems and data, and respond to outages and other issues.
- Continual administration tasks within Sopheon's hybrid cloud environment
- Carry out application administration tasks, including user management, handling access and security requests for databases, servers, and applications, among others.
- Participate as a project team member in significant improvement major projects.
Principal Duties and Responsibilities:
Daily IT support by monitoring, prioritizing and resolving requests for assistance from employees. Tasks require a broad range of IT skills such as the following
- Operational support of Sopheon employees
- Deploying and supporting Windows/Mac Client PCs
- SAAS and On-premises Application administration / issue resolution
- Responding and Resolving Security and monitoring Alerts
- Accolade Cloud SAAS operations internal requests from Support and Consulting
- Access Rights Requests Fulfillment
- Execution of scripts and updates
- Look for and implement or question improvements to our current infrastructure, processes and documentation.
For more complex issues, transfer to or consult with other IT staff.
General Expectations
Flexible and willing to adjust to new patterns, shifting work and responsibilities. Display confidence and competency while handling issues. Independently manage their own workload and remain accountable, promoting a positive team approach under pressure.
This position is part of the Sopheon IT team which supports all computing needs for Sopheon across 6 global offices. This includes operations, on-premises installation services, cloud application hosting services, and all internal computer labs. This wide range of responsibilities allows much room for personal initiative and development of individual skillsets while working with the latest technologies. Our environment is a Microsoft-centric environment where you can progress in skills and certifications.
Sopheon’s culture strives to maintain a pleasant working environment in a dedicated international team with a very broad range of subject matter expertise. Cross team and cross organization mobility is encouraged. Positions are primarily standard business hours, but many roles include being responsible for several maintenance windows per year, 24/7 on call rotations, and occasionally working flexible hours to accommodate corporate or customer off-hours tasks.
Key Performance Indicators of success: (KPIs)
Resolve end user requests on a daily basis, keeping them productive with working equipment, software, and systems in order to do their jobs without extensive interruption.
Successful completion of incoming user requests, execution of scripts, software upgrades and updates.
Operate central monitoring, configuration and management systems and their administrative consoles to assist with daily tasks.
Assist the team in updating systems, processes, procedures, along with appropriate documentation.
Knowledge, Skills and Abilities Required:
Ability to administer Microsoft centric systems. Solving end user request and issues, and performing regular maintenance tasks.
Ability to learn and understand the breadth of user administration in Sopheon SAAS applications
Ability to follow checklists and operating procedures, and make updates for ongoing changes in operations.
Daily usage and basic competency in these applications and technologies :
- JIRA Service Desk
- Windows 10/11
- Centralized management consoles and client agents
- Microsoft M365
- M365 Admin, Azure AD
- Exchange Online
- Sharepoint Online
- Teams Admin
- Sharepoint Online
- Microsoft Endpoint Management
- Microsoft System Center suite of tools
- Backup software
- Antivirus software
- VOIP telephone system user administration
- Microsoft Windows Server
- Hyper-V
- IIS
- Microsoft SQL Server administration
- Active Directory
- PowerShell
- DNS, DHCP
- Basic networking concepts including VPN, VPN tunnels, firewalls, routing, subnets
- Cloud environments; Microsoft Azure, AWS
- Basic automation using tools and/or PowerShell
Experience
Minimum of schooling in or several years of experience in administering and operating Microsoft centric infrastructure
Education
- EU – MBO or HBO degree or equivalent in IT or related discipline
- Experience with current role and technologies can be a substitute for a degree
Travel requirement
- Occasional overnight travel may occur to other Sopheon offices in the region or abroad
Apply Now
To apply for a position on the Sopheon team, send CV or resume to: jobs@sopheon.com.
Sopheon is an equal opportunity employer and supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability or national origin.
Some positions at Sopheon require consent to and successfully passing a background check prior to employment. Also, certain Sopheon customers operate in sensitive industries and require that individuals undergo background screening prior to being involved in a project. The screening process could include verification of identity, criminal record checks and drug abuse checks. If you join us, you may be required to undergo such additional screenings.
Inclusivity Statement:
We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, creed, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity, age, marital status, physical or mental disability, predisposing genetic characteristics, sexual orientation, domestic violence victim status, military status, or veteran's status.
