Senior PC Support Specialist Job Details | Sonova AG

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands - Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron - we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Valencia, CA

Senior PC Support Specialist (Onsite)

In this critical role, the Lead PC Support Specialist will coordinate our outsourced IT Service Desk and internal IT consultants to ensure the continuous availability and efficient operation of computer systems across the company. This position is integral to our team, operating within a regulated (FDA, TUV) medical device company environment.

Responsibilities:

• Coordinate the outsourced Service Desk provider, ensuring efficient trouble ticket handling, adherence to service levels, and proper escalation.

• Develop and enforce service desk and task scheduling processes to optimize customer support and resource efficiency.

• Guide and support a team of high-performing IT staff and managed service providers in a learning and excellence-oriented environment.

• Manage daily team performance including one-on-ones, development planning, and performance issue resolution.

• Oversee all IT service requests to ensure resolutions are timely and meet agreed deadlines.

• Collaborate with senior management to strategize and implement IT services aligning with business goals.

• Maintain relationships with IT suppliers and service providers, contributing to system functionality developments and tests.

• Other duties as assigned.

Additional Key Responsibilities

• Availability for support outside standard office hours as necessary

• Onsite support 5 days a week.

Travelling Requirement: less than 10%

More about you:

Education

• HS diploma required, Relevant certifications such as Microsoft Certified Professional, A+, CCNA, or similar are beneficial.

Nice to Have

• Bachelor's degree in Information Management, Computer Science, or a related field is preferred.

Work Experience

• A minimum of seven years in IT, with at least three in a coordination or management role.

Languages

• English/Fluent

IT Skills

• In-depth knowledge of Microsoft 365, MS Teams, SharePoint Online, Windows desktop/server environments, VOIP, Networking, Azure Active Directory, and Windows Remote Desktop Services.

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Don't meet all the criteria? If you're willing to go all in and learn we'd love to hear from you!

What we offer:

• Medical, dental and vision coverage*

• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts

• TeleHealth options

• 401k plan with company match*

• Company paid life/ad&d insurance

• Additional supplemental life/ad&d coverage available

• Company paid Short/Long-Term Disability coverage (STD/LTD)

• STD LTD Buy-ups available

• Accident/Hospital Indemnity coverage

• Legal/ID Theft Assistance

• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*

• Paid parental bonding leave

• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)

• Robust Internal Career Growth opportunities

• Tuition reimbursement

• Hearing aid discount for employees and family

• Internal social recognition platform

• D&I focused: D&I council and employee resource groups

• Plan rules/offerings dependent upon group Company/location.

This role's pay range is between: $29.23/hr - $43.84/hr

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guaranteeevery person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.