Sr. Field Support Technician

Senior Field Support Technician

Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest mindsand that's why we want you!

What will you work on? We are seeking a Senior Field Support Technician to provide vital onsite IT services and act as the local, hands-on representative for multiple internal IT teams. In this role, you will deliver high-quality helpdesk support, manage local workstations, and assist central infrastructure and network teams with physical, hands-on tasks without directly performing backend network configuration changes. The successful candidate will play a lead local role, assisting the IT Manager to implement IT policies, coordinate onsite projects, maintain high system availability, and align local operations with modern industry standards.

How will you create impact?

Onsite Support and Helpdesk Services

• Provide comprehensive onsite IT field support for end users and executive stakeholders, addressing hardware, software, operating system, and access-related incidents.
• Deliver dedicated support for Microsoft 365 applications (Outlook, Teams, OneDrive, Office Suite), resolving synchronization, connectivity, and tenant-level user productivity issues.
• Diagnose and resolve local user-facing connectivity issues, including VPN client setups, local Wi-Fi access, printing services, and peripheral devices.
• Troubleshoot and support Windows and macOS workstations, managing device configuration, imaging, deployment, maintenance, and the overall equipment lifecycle.
• Maintain accurate ticket documentation in accordance with ITIL incident and change management frameworks, provide timely updates, and deliver high-quality customer service in a fast-paced environment.

Internal IT Team Collaboration and Onsite Assistance

• Act as the primary local, hands-on resource to assist the centralized network team with physical tasks, troubleshooting, and deployments, without performing direct logical network configuration changes.
• Assist centralized systems and infrastructure teams with local server room monitoring, physical server rack and stack, cabling, power cycles, and backup tape management as directed.
• Coordinate with internal IT teams to facilitate regional upgrades, hardware replacements, and compliance audits.
• Configure, deploy, enroll, and support corporate mobile devices (including iPhones and iPads) and other endpoint devices under the guidance of the central Mobile Device Management (MDM) team.

Identity, Access, and Asset Management

• Administer and support user identity and access management activities through Microsoft Entra ID (Azure AD) and modern identity platforms, managing account provisioning, password resets, account unlocks, and access requests.
• Perform onboarding and offboarding activities, including workstation setup, physical equipment provisioning, local asset tracking, and user access configuration for new and departing employees.
• Manage local IT asset lifecycle activities, tracking corporate hardware, managing vendor warranties, and coordinating local equipment refreshes.

Local Coordination and Project Support

• Play a local support role in implementing IT policies, guidelines, and global infrastructure projects under the direction of the IT Manager.
• Document all physical changes, local equipment upgrades, and new onsite hardware implementations.
• Perform ad-hoc tasks as assigned by management to support business continuity.

What are your skills and experience?

• University Degree in Information Technology, Computer Science, or equivalent professional IT qualification.
• 8 years or more of related IT working experience, preferably within a multinational corporation (MNC).
• Certifications: ITIL certification is highly advantageous.
• Experience with MDM and UEM tools (such as Microsoft Intune or Jamf) for deploying and securing Windows, macOS, and mobile devices.
• Administration of cloud directory services, specifically Microsoft Entra ID, and cloud-based collaboration suites like Microsoft 365.
• Experience collaborating with Enterprise-level LAN, WAN, and global infrastructure support teams.
• Onsite familiarity and hands-on physical troubleshooting experience with infrastructure hardware including Windows Server/Desktop, Active Directory, DNS, Firewalls, Routers, Switches, Wi-Fi access points, Video Conferencing units, UPS backup systems, CCTV, VOIP/PABX equipment, and NAS/SAN storage.
• Spanish-speaking bilingual capability is strictly required to provide support across our different offices.

Must be able to work in-office from 8:00 AM to 5:00 PM, Monday through Friday, with flexibility to work after-hours and weekends as needed to support network or system upgrades.

The anticipated pay range for candidates who will work in California is $75,000 to $85,000 Per Annum. The offered pay to a successful candidate will be dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, etc.

This job posting is tied to an open vacancy.

What you can expect from us:

• Growth and Career Opportunities
• Flexible Work Hours
• Innovation, Collaboration and Fun
• Comprehensive Benefits
• Other fun Perks!

What's it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn't for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

Everyone is welcome in our sandbox and we are committed to an accessible and inclusive hiring process that provides reasonable accommodation to all applicants.