Technical Support Specialist II

About AEM AEM, Inc., is a leading manufacturer of high-reliability electronic components specializing in circuit protection, power conditioning, and radio frequency (RF) components. With a solid global presence, AEM serves mission-critical industries such as aerospace and defense and the industrial and automotive sectors. Our commitment to innovation and quality has positioned us as a preferred supplier for highly engineered solutions in harsh environments. Summary The Global Technical Support Specialist II provides advanced, multi-regional technical support, working with internal IT teams to ensure consistent service delivery across the Americas and APAC regions. This role is responsible for troubleshooting complex issues, managing backup systems, and supporting IT infrastructure aligned with company standards. The Specialist will utilize and maintain various IT tools and systems to resolve issues promptly, maintaining high service levels and addressing end-user needs globally. Essential Duties & Responsibilities: System Troubleshooting: Diagnose and resolve advanced technical issues related to Windows and Linux operating systems, performing command-line troubleshooting as necessary. Backup Management: Support data backup and recovery operations using Veeam for TrueNAS onsite, including isolated server backups and iBMi tape management. Configuration and Imaging: Assist with system configuration image management deployment, and inventory control. Data Security: Collaborate on data loss prevention efforts, utilizing iBMi's record-level security and Sophos, ensuring compliance with data protection policies, and managing Azure conditional access. IT Asset and Inventory Management: Track and manage IT assets using custom applications on iBMi and spreadsheets, ensuring accurate record-keeping across all global sites. Discovery Automation: Conduct network discovery and asset inventory using PDQ Inventory and ManageEngine OpUtils to maintain an up-to-date IT asset database. ITSM and Help Desk Support: Handle global support requests. Document incidents and manage service tickets to ensure timely resolutions. Remote Access and Virtualization: Utilize Hyper-V for virtualization and manage remote access tools to provide global support. Project and Software Lifecycle Management: Collaborate with the IT team on project tracking software lifecycle management via Microsoft SourceSafe and GitHub, adhering to version control best practices. User Training and Documentation: Conduct training on IT tools and provide documentation to improve global user proficiency. Develop and maintain user guides for common issues and system access procedures. Minimum Qualifications: Education: Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience. Experience: Minimum of 3 years in a technical support role with global or multi-regional operations exposure. Skills: Advanced proficiency in troubleshooting Windows and Linux environments. Familiarity with backup solutions (e.g., Veeam, Datto) and recovery processes. Strong command-line skills for system diagnostics. Experience with network discovery tools and remote access software. Ability to work with multi-regional teams and adapt to different time zones. Preferred Qualifications: Education: Bachelor's degree in IT or a related field. Experience: IT certifications (CompTIA A+, Network+), experience with iBMi systems, and familiarity with PDQ Deploy and Inventory, and data loss prevention technologies. Skills: Advanced skills in asset management, experience with virtualization (Microsoft Hyper-V), and knowledge of data privacy regulations (GDPR, CCPA). Benefits of working with our team: This role is full-time, non-exempt. Based in San Diego, CA, this is an onsite role. 9/80 Work Schedule (Enjoy every other Friday off!) Occasional overtime may be required. We offer competitive pay based on knowledge, skills, and relevant experience. Benefits for eligible employees include medical, dental, life insurance, 401K with company match. AEM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability. #J-18808-Ljbffr

Created: 2025-02-20