IT Support Specialist III

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, we - through our core business brands Phonak, Unitron, Connect Hearing, and Advanced Bionics - develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves - they create sense.

The Way We Work

At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL- Customized by team that keeps our employees motivated and engaged.

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

1. We Care -- We care for our employees, customers and consumers,as well as our shareholders and society.
2. We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
3. We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.
4. We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
5. We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.

Aurora, IL

IT Support Specialist III

Purpose of role: Responsible for total support of day to day incidents, operations, and other various services by supplying Level 2 expertise and direction. This role serves as an escalation point for more difficult and complex technical opportunities. Will also provide 1 and 1.5 level support as directed and ensure the delivery of IT services across various sites.

Our Offer to You:

• Improving the quality of life of millions of people suffering from hearing loss
• A challenging and motivating assignment as part of a dynamic team
• Modern mindset and processes, accommodating flexible working conditions
• Opportunities for further responsibilities and support for further training and development
• A company that values diversity and inclusion
• Sonova's outstanding opportunities and career growth

Main Tasks and Responsibities:

• Participating in problem identification, process review and process re-engineering
• Delivering service management updates and escalation / coordination meetings between business and the team providing 1st level support.
• Requirements gathering, translating business needs into business solutions including technical recommendations
• Working with Local IT Manager and Corp IT Ops team as directed
• Ensuring IT standards and directives are upheld and followed
• Providing 1 and 1.5 level support locally
• Problem recognition, research, isolation, resolution and follow-up for the most complex technical and security opportunities across multiple businesses and diverse systems
• Systems monitoring and support for mission critical applications and processes
• Responsible for the installation, configuration, and ongoing usability of computers, peripheral equipment, networks, file shares, software, and mobile devices as well as other assigned projects
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, in-person, and ticket system requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Handles problem recognition, research, isolation, resolution and follow-up for the most complex opportunities
• Support monthly maintenance window activities as needed
• Responsible for ensuring asset records are accurate and up-to-date

Education and Skillset:

• Bachelor's Degree in Computer Science required
• 5+ relevant IT experience, coordinating projects and operations
• Experience with Project Management Methodologies and ITSM Frameworks highly preferred
• Experience in supporting distributed systems and/or businesses
• 5+ years of experience in a hardware/software support role on both networks and PCs
• Exceptional analytical and technical aptitude
• Influential, trustworthy and punctual
• Excellent problem solver
• Ability to work independently with little supervision, but integrate well into teams (onsite and online)
• Ability to manage time, prioritise tasks and work under tight deadlines
• Concise and clear communications skills when presenting and explaining results and findings
• Calm approach to handling conflicting priorities
• Mature professional persona for working with VIP and senior teams
• Discretion required as occasionally exposed to confidential projects
• Personable, able to work comfortably with people at different levels of the company and with people external to the company in different countries
• Ability to convey key IT concepts to business people, including expectation management
• Leading change initiatives affecting IT
• Strong analytical and critical thinking skills
• Ability to identify and communicate root cause of network, software, and printing problems
• Ability to quickly research, learn and support new technologies, applications, and processes
• Must be self-motivated and able to work with minimal supervision
• Able to resolve LAN, WAN and VPN network connection issues and possesses a solid understanding of networking concepts
• Must havestrong organizational skills, attention to detail, ability to multi-task, work well on a team, and maintain professionalism at all times in a fast paced environment
• Hands on experience in setting up computers in a Microsoft Windows environment
• Windows Server 2019 and above, Active Directory administration
• Switch management / configuration
• Understand the key concepts of project management
• Above basic understanding of networking including switch management
• Working with technical teams on problem identification, solutions and taking responsibility for resolution onsite

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 allin and learn we'd love to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact

Health Benefits and Perks:

• 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, 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.