Senior Desktop Support Engineer (Level 3)

Job Overview:

Our Client is looking for a Senior Desktop Support Engineer (Level 3) who is energetic, and a motivated individual to provide best in class Deskside Support to the North America region while working from our Corporate Headquarters in San Jose.  Successful candidate will be working with a team of 5 engineers in a Tech-Stop providing support to the Corporate and NA Field employees.  Engineer will have a key role & responsible for supporting our engineering labs primarily running Linux OS.

This person will be joining a dynamic IT organization working with & actively collaborating with cross functional groups, participating in global IT projects, and working on improving processes and procedures to support operations.

The successful candidate should be interested in learning and supporting cutting edge technologies to deliver Best in Class services to our employees. Ability to quickly comprehend the functions and capabilities of new technologies.

The Senior Desktop Support Engineer – (Level 3) will be based in San Jose & report directly to the IT -Sr IT

Must haves:

·        5+ years’ experience working on windows & related hardware.

·        Hands on Linux experience is simply a must! We need this candidate to be experienced with Linux and confident with related hardware and OS.

·        Hands on Mac experience is simply a must! We need this candidate to have experience with MAC and confident with MAC hardware\OS. Any additional skills on the backend infra of MAC is a bonus.

·        IT3 level support experience is needed in managing escalated issues, working issue that have probably gone through level1 & 2 support. 

·        Experience mentoring teams, leading teams and\or driving initiatives.

Job Responsibilities:

·        Linux OS installations, troubleshooting, maintenance, service, and break-fix issues in multiple lab environments.

·        Provides support and administration of Mac workstations via JAMF management tools

·        Windows\MAC installations, troubleshooting, maintenance, service, and break-fix issues

·        Provide Windows system (Server & Client) administration & support.

·        Provide support of Microsoft SCCM/WSUS infrastructure.

·        Troubleshoot applications issues on across multiple platforms including smart devices.

·        Assist users in daily problem solving and act as an escalation point to our service desk that relate to local user issues @ San Jose Headquarters .

·        May be required to work occasional unusual hours based on emergencies and maintenance needs.

·        Management inventory of systems & accessories while adhering to asset management process.

·        Manage your tickets while ensuring adherence to stated SLA’s for all Jira tickets

Job Qualifications:

·        Bachelor’s degree in Computer Science or related field

·        5+ years’ continued experience in IT role preferable within multinational.

·        Experience troubleshooting windows & MAC systems in global environment.

·        Experience with Linux both installation & troubleshooting.

·        Experience with systems tools including SCCM

·        Experience working on projects & ability to drive & own initiatives is essential

Nice to have:

·        Experience with all aspects of laptop, desktop & peripheral hardware. 

·        Deep OS and configuration troubleshooting.

·        Hands on Linux installation & troubleshooting experience.

·        Excellent communication skills which will be required to engage with senior R&D and IT staff across the globe.

·        Knowledge and ability to troubleshoot basic networking problems.

·        Ability to develop scripts to automate common activities such as removing machines from the domain, adding or subtracting applications post image, etc.

·        Possesses excellent skills and experience in the area of Install Building / Package building using Industry Best Practices as well as Industry-known tools etc.

·        Ability to build Windows OS images and upgrade of OS & Microsoft O365 through SCCM.

·        Software packaging and deployment through SCCM.