Senior IT Specialist - End User Services

Location: Redwood City, CA (in office 5 days)

The SumoLogic IT operations team is a strategic business partner to our organization who oversee the process of implementing, managing, delivering and supporting IT services to meet the business needs of our users. A Senior IT Specialist - End User Services) is a key member of the IT operations team providing day to day support across all Sumo Logic End User Technology products. The role requires extensive in-person interaction with End Users as well as interface with other technical teams to provide a best-in-class end user experience.

Responsibilities

• Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, printers, and other computer peripherals.
• Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Implement backup and data recovery solutions to safeguard user data. Assist with data restoration when necessary.
• Experience with A/V conference room equipment and conference room troubleshooting.
• Collaborate with other IT teams, including network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

Required Qualifications and Skills

• 3-5 years of experience in a desktop support role, with a demonstrated progression of responsibilities.
• Strong working knowledge of SSO, Google Workspace, and MacOS administration and security, deployment and management, automation technologies
• Experience with performing extensive hardware troubleshooting.
• In depth knowledge of Google Workspace, Zoom, and Slack
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technology trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.

About Us

Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.

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The expected annual base salary range for this position is $117,000 - $158,000 . Compensation varies based on a variety of factors which include (but aren’t limited to) role level, skills and competencies, qualifications, knowledge, location, and experience. In addition to base pay, certain roles are eligible to participate in our bonus or commission plans, as well as our benefits offerings, and equity awards.