Senior IT Support Analyst

Spin Master Ltd is hiring a Senior Field Support Technician based in Los Angeles, CA for onsite IT and helpdesk support. In this role, you serve as a local, hands-on extension of internal IT teams, handling end-user issues and supporting corporate infrastructure activities while keeping documentation aligned to IT service management practices.

You will focus on Microsoft 365 and identity access through Microsoft Entra ID, while also troubleshooting Windows and macOS workstations, coordinating mobile device support under MDM guidance, and assisting with physical IT tasks in the local environment.

What you will work on

• Deliver comprehensive onsite IT field support for end users and executive stakeholders, resolving incidents involving hardware, software, operating systems, and access.
• Provide dedicated support for Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office Suite, troubleshooting synchronization, connectivity, and tenant-level user productivity issues.
• Troubleshoot local user-facing connectivity concerns such as VPN client setup, local Wi-Fi access, printing services, and peripheral device issues.
• Support Windows and macOS workstations, including device configuration, imaging, deployment, maintenance, and lifecycle management.
• Act as the primary local hands-on resource to support 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 rack and stack activities, cabling, power cycles, and backup tape management as directed.
• Coordinate with internal IT teams for regional upgrades, hardware replacements, and compliance audits.
• Configure, deploy, enroll, and support corporate mobile devices (including iPhones and iPads) and other endpoint devices under guidance from the central Mobile Device Management (MDM) team.
• Administer user identity and access management activities through Microsoft Entra ID (Azure AD) and modern identity platforms, including account provisioning, password resets, account unlocks, and access requests.
• Perform onboarding and offboarding tasks such as workstation setup, physical equipment provisioning, local asset tracking, and user access configuration for employees and departing staff.
• Manage the local IT asset lifecycle including tracking corporate hardware, managing vendor warranties, and coordinating local equipment refreshes.
• Support implementation of IT policies, guidelines, and global infrastructure projects under the direction of the IT Manager.
• Document physical changes, local equipment upgrades, and new onsite hardware implementations, and complete ad-hoc tasks assigned by management to support business continuity.

Key responsibilities

• Maintain accurate ticket documentation following ITIL incident and change management frameworks, provide timely updates, and deliver customer service in a fast-paced environment.
• Provide onsite, bilingual-capable support across multiple offices to ensure users receive local assistance.

Skills and experience

• Spanish-speaking bilingual capability is strictly required to provide support across different offices.
• University Degree in Information Technology, Computer Science, or an equivalent professional IT qualification.
• 8 years or more of related IT working experience, preferably within a multinational corporation (MNC).
• ITIL certification is highly advantageous.
• Experience with MDM and UEM tools such as Microsoft Intune or Jamf to deploy and secure Windows, macOS, and mobile devices.
• Administration experience with 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.

Technologies you will use

• Microsoft 365 (Outlook, Teams, OneDrive, Office Suite)
• Microsoft Entra ID (Azure AD)
• ITIL
• Microsoft Intune
• Jamf
• Mobile Device Management (MDM) and MDM/UEM tools
• Windows, macOS, VPN
• Active Directory, DNS, Wi-Fi access points
• VOIP/PABX equipment, NAS/SAN storage, UPS backup systems, CCTV, routers, switches, firewalls

Pay and work arrangement

• Location: Los Angeles, CA (onsite)
• Salary: USD 75,000 to 85,000 per year
• Pay for a successful candidate will depend on factors including years of experience, years of required industry experience, education, and more.

Benefits

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

About Spin Master

Spin Master is a fast-paced, hands-on organization that offers opportunities for impactful decision-making. The company also states it is committed to an accessible and inclusive hiring process and provides reasonable accommodation to applicants who require support during recruitment, selection, or assessment. For accommodation requests, contact the Talent Acquisition team at [email protected] or 416 364-6002.

Mission

Spin Master’s mission is to Make Life More Fun, supported by a vision to push the boundaries of innovation, creativity, and fun.