Technical Support Specialist

As the Technical Support Specialist you will play a vital role in ensuring the smooth operation of our IT infrastructure and providing exceptional technical assistance to our employees. As a Technical Support Specialist you will be responsible for ensuring timely resolution of technical issues. This role serves as a frontline point of contact for our identity and security tools including Okta SentinelOne and Zscaler. Your technical expertise problem-solving skills passion for technology and excellent customer service skills will be essential in this role. The ideal candidate must be disciplined in documenting and tracking all the issues they work on in a ticketing system.

What You Will Do:

• Remain updated on recent technologies and best practices
• Leverage excellent customer service to ensure that end users needs are met effectively and professionally
• Provide advanced technical support and assistance to end users including escalated support for complex issues
• Provide technical support to employees experiencing issues with our A/V and web conferencing solutions
• On-board new users e.g. set up new user accounts permissions hardware software
• Off-board separated users e.g. disable user accounts reclaim software licenses retrieve corporate assets
• Troubleshoot hardware software network and system issues
• Diagnose and resolve technical issues with both the Windows and macOS client operating systems
• Troubleshoot multi-factor authentication (MFA) issues
• Provide tier-1 support for basic Okta issues including password resets account access and MFA enrollment
• Triage and escalate basic SentinelOne security alerts and endpoint agent issues
• Troubleshoot basic Zscaler Client Connector (ZCC) connectivity issues for end users
• Monitor the ticketing system ensuring timely response and resolution of technical incidents and requests
• Maintain accurate records of support activities and solutions including knowledge bases and documentation
• Document all work in the corporate ticketing system communicating with users on ticket progress
• Identify opportunities for improving support processes and workflows including automation wherever possible
• Contribute to the development and implementation of IT policies and procedures
• Promote and enforce IT security policies and practices with a focus on data security and compliance
• Manage and track IT assets and inventory ensuring efficient procurement and disposal processes
• Provide training and guidance to users on how to use the companys IT systems
• Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary
• Collaborate with other IT teams to resolve issues and implement solutions
• Escalate to administrators engineers architects and vendors as necessary to resolve more complex issues

What We are Looking For:

• Bachelors Degree inInformation Technology Computer Science or a related field a plus
• 3 years of experience in an IT support role in a mid- to large enterprise environment
• 1 years of experience supporting Google Workspace productivity tools e.g. Gmail Calendar Drive Docs Sheets

• Strong technical skills in hardware software operating systems and networking

• Advanced knowledge of computer hardware and software

• Expertise troubleshooting both Windows and macOS client OSes

• Experience with Active Director for on-premises network and WiFi authentication and with Okta for identity SSO and account provisioning

• Familiarity with endpoint security tools (e.g. SentinelOne) to triage and escalate basic security alerts

• Familiarity with Zero Trust network access clients (e.g. Zscaler Client Connector) to support basic connectivity issues

• Familiarity with A/V technologies and web conferencing platforms

• Excellent problem-solving and troubleshooting skills with the ability to address complex technical issues

• Effective communication and interpersonal skills with a focus on delivering exceptional customer service

• Ability to work independently and as part of a team

• Ability to work under pressure

• Ability to meet deadlines

• Ability to learn new technologies quickly

• Customer-service oriented with a focus on providing exceptional support

Nice To Have:

• Microsoft certification e.g. MCSE MCP preferred
• Cisco certification e.g. CCNA CCNP Security Azure Administrator Associatepreferred
• CompTIA certification e.g. CompTIA A CompTIA Network CompTIA Securitypreferred
• Any version of the Information Technology Infrastructure Library (ITIL) frameworkpreferred
• Familiarity with ITIL best practices
• Experience with Android iOS and Linux
• Experience with any enterprise tools and platforms
• Knowledge of IT security principles and practices
• Proficiency in IT service management and ticketing systems
• Experience with any automation tools or scripting languages

This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee but provide the primary duties and responsibilities of the role. Duties responsibilities and activities may change or new ones may be assigned at any time with or without notice.

What we offer

The base salary may vary based on experience role tenure performance industry and location. Eligibility for the annual performance incentive may apply. Jazwares is a multi-state employer so the salary range may not apply to other states.

Our benefits package includes basic medical insurance that is 100% company-paid for employees and their children employee basic life and AD&D insurance a 401(K) retirement program with Jazwares matching up to 4% of pretax or post-tax deferrals short and long-term disability and tuition reimbursement.

Our work environment provides a flexible work schedule that includes a Monday through Thursday on-site with an optional WFH on Fridays up to 20 workdays fully remote each year and Time Off for vacation and sick leave. Through Jazwares Cares you will have the opportunity to volunteer for up to 16 hours a year on community service projects.

Reasonable Accommodations

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Working at Jazwares

At Jazwares we believe an innovative idea can come from anywhere and anyone. Through our three pillars we foster innovation and encourage creativity in every area of our business.

• Passion: Our conviction and enthusiasm show in our products relationships and commitment to our community.
• Collaboration: We share one vision worldwide constantly striving to improve and innovate together.
• Humility: We recognize the value in others and treat everyone with respect. Our strength lies in our people and talent.

Dont miss out on this extraordinary opportunity to be part of the fastest-growing toy company in the industry. Connect with us today and lets shape the future of play together!

JAZWARES is an equal opportunity employer and does not discriminate in employment on the basis of race color sex religion national or ethnic origin citizenship status ancestry disability age military status marital status sexual orientation or any other characteristic protected by law. Jazwares is committed to providing reasonable accommodation for individuals with disabilities in employment its services programs and activities.

Who We Are

Jazwares a Berkshire Hathaway company is a leading global toy manufacturer with a robust portfolio of owned and licensed brands. Founded in 1997 Jazwares celebrates imaginative play with a progressive focus on identifying new and relevant trends to transform into high-quality products for consumers of all ages. Jazwares engages consumers through innovative play experiences with popular brands such as Squishmallows Pokémon Hello Kitty Star Wars Five Nights at Freddys Disney BumBumz and addition to toys offerings include costumes games and pillows. Headquartered in Plantation Florida Jazwares has offices worldwide and sells its products in over 100 countries. For more information visit and follow us on LinkedIn X Instagram and Facebook.

Recruitment Safety

Please be wary of unsolicited communications from individuals or websites you are not familiar with or any communications requesting sensitive personal data or information. All official Jazwares employment information will come from our company email ending in @. Jazwares will never request any monetary payments at any point during its hiring process. If you have any questions about any unsolicited communications you can reach out to We look forward to you experiencing a safe and enjoyable application process at Jazwares!

Required Experience:

IC