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Sr. Support Specialist
Ref No.: 18-09087
Location: San Francisco, California
** Please note that the work location is 200 Lincoln Centre Dr Foster City, CA 94404
Your day to day general responsibilities will include but not limited to;
Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
Collective responsibility with the rest of the global support team to ensure the 1Help shared mailbox is monitored during business hours.
Effective management of your personal ticket queue.
Timely support
Effective management of hardware and software distributed to employees.
Highly responsive and effective Executive support provision.
Continuous observation of internal support provision, providing feedback for opportunities of improvement.
Onboarding of new employees.
Contribute to various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
Supporting a multiple OS environment.
Troubleshooting unified communications.
Assisting facilities with expansion.
In addition your location requires additional responsibilities;
Supporting the IT needs in regulated Clinical environments and complying with required policies & procedures.
Multi domain user & device management.

** Please note that the work location is 200 Lincoln Centre Dr Foster City, CA 94404
Required Experience & Skill set;
- At least 4+ years experience in the IT industry
- At least 3+ years in a Customer Facing role
The following core skills are highly desirable;
- Audio Visual user support experience.
- Excellent customer service approach
- Clear and Adaptive Communication style
- Initiative & self management
- Process development & maturation
The following skills are beneficial;
- ITIL v3 Foundation
- Experience supporting management
- Documentation
First 3 months job expectations;
- Learn Illumina’s core support processes and procedures.
- Develop a close working relationship with other team members locally and across the world.
- Develop working relationships with key users (Executive Support).