About Us:

OWC is a fast-paced, friendly atmosphere that advocates ingenuity and encourages every employee to contribute ideas towards the discovery of the next innovative concept that could change the world of technology. Our shared vision of the ultimate customer experience is a key component to achieving the industry-leading results OWC has become known for around the globe. We firmly believe that the best in life is obtained through dedicated teamwork and creativity.

OWC is an environmentally conscious company committed to the conservation of our planet's resources through the use of renewable energy and company-wide recycling programs. Today OWC is recognized as a leading zero-emissions Mac and PC technology company. Other World Computing (OWC) has been providing the highest quality hardware products and support to the computer industry since 1988, specializing in Mac upgrades and expansion products to extend the useful life of Macs and reduce e-waste. We have one of the largest online catalogs for computer and iDevice enhancement products through our e-commerce portal www.macsales.com and have been steadily expanding the software solutions we provide as well through our brands SoftRAID and Mediafour.

OWC offers great benefits such as medical, dental, vision, 401K, short/long term disability, HSA and FSA accounts and a wellness program. We provide paid time off and 6 paid holidays as well as flexible schedule and work from home opportunities. We value our employees so there is potential for career growth, cross functional training, stretch assignments and ongoing educational opportunities.

Job Summary:

The Senior Enterprise Systems Technician role is to provide a single point of contact for end user customers to receive support and maintenance within the OWC’s Enterprise computing environment. This includes testing, installing, diagnosing, repairing, maintaining, and upgrading all Enterprise hardware and software solutions to ensure optimal performance. This person will also troubleshoot problem areas (by telephone, text/chat, via email, and/or remote support utilities) in a timely and accurate fashion, while documenting all details in the ticketing system. Provide end-user assistance where required and can learn new technology as needed.  Establish and maintain proper business relationships with customers and peers as well as performing necessary administrative duties as required and other duties as assigned. 

Supervisory Responsibilities:

• None

Job Duties/Responsibilities:

• Installs, modifies, and makes repairs to computer enterprise hardware and software systems.
• Act as level 2 support.
• Resolves support tickets representing customer-generated technical requests or problems.
• Helps design and implement new OWC systems and solutions.
• Tests compatibility, performance, and functionality of new products with existing ones.
• Consults with sales and end users to determine appropriate hardware and software needs and assists in configuring orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Helps train new OWC technical staff on enterprise hardware and software solutions. Including sharing any documentation and best practices.
• Performs software, network, and hardware performance tuning.
• Documents hardware and software updates on appropriate OWC systems (Jira, Confluence, Everest, SalesForce, etc.)
• Learns new enterprise hardware and software solutions through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with other OWC technical people.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional training.
• Assist supply chain maintaining enterprise product inventory levels when needed.
• Willingness to work flexible hours during nights and weekends on occasion. Normal working business hours are 8-5pm Monday – Friday (1-hour break for lunch).
• Any special projects assigned by leadership.

Required Skills/Abilities:

• Proficient with Linux, Windows, and MacOS installation, updating, and administration for standalone and networked environments.

• Proficient in Microsoft Active Directory/LDAP.

• Network infrastructure and administration experience including physical and logical layers and protocols including SMB/CIFS, NFS, and AFP/Netatalk.
• Experience with Virtual Machine creation and management on Linux and macOS.
• Experience With kernel-level modules and kexts on Linux and macOS
• Knowledge of kernel configuration and build processes on Linux
• Familiarity with Python language
• Experience assembling PC systems with associated basic component.
• Excellent verbal and written communication skills.
• Results-oriented customer service experience.
• Strong analytical and problem-solving skills with demonstrated success in root cause analysis.
• Excellent interpersonal and customer service skills.
• High levels of integrity, autonomy, and self-motivation required
• Self-directed; able to work without supervision
• Strong team skills and the ability to work well with others is required.
• Ability to function well in a high-paced and at times stressful environment.
• Accepts constructive criticism and customer feedback regarding their experience with OWC enterprise support services.

• Maintain customer confidence by keeping their information confidential.
• Excellent organizational skills and attention to detail.

• Excellent time management skills with a proven ability to meet deadlines.
• Supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with media and entertainment workflows.
• Proficient with Microsoft Office Suite or related software.
• Basic shell and batch scripting knowledge

Education and Experience:

• Bachelor’s Degree in Computer Science, Information Technology or related field is preferred, or 8 years relevant experience.
• 6 years of relevant experience in a customer focused position involving technical knowledge of a companies' products and services
• 6 years’ experience working with different operating systems including Windows, Linux, and Mac OS.
• Proficient in Microsoft Active Directory or LDAP.

• Proficient in Enterprise Servers, storage, switches, routers, hubs, cables, racks, and firewalls.

Physical Requirements:

• Position local to Woodstock, IL.
• Prolonged periods of sitting at a desk and working on a computer.
• Some lifting of up to 50 lbs.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. This job description supersedes prior job descriptions. When duties and responsibilities change and develop, the job description will be reviewed and is subject to changes of business necessity.

EEO/AA Employer

Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.