End User Tech Services Staff

Job Summary: End User Technology Services Staff are responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a flexible, fast-paced, and growing, but very customer-focused environment.  These requests are based on all metros where Equinix has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 10, Apple MacBooks, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones.  Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame.  Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided.

Responsibilities
 

• Troubleshoot to resolution Windows 10, macOS, Microsoft 365, and other internal application software issues as assigned

• Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Dell and Microsoft

• Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms

• Host or moderate Zoom virtual meetings and Webinars

• Remote user support with a primary focus on Canadian locations (Toronto Metro, Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.)

• Remote user support with a secondary focus on US locations (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa)

• Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.)

• Help troubleshoot and work with telecom engineers to resolve end-user telecom issues

• Provide outstanding customer service

• Build and maintain IT knowledge base by creating knowledge management articles

• Ability to lift 50 lbs

• Ability to travel to Canadian locations as necessary

Qualifications

• Extensive knowledge of Windows 10, macOS, and Microsoft 365

• Support knowledge and experience with hardware from Dell, Microsoft, and Apple

• Administration experience with Zoom Admin portal

• Host and moderator experience with Zoom virtual meeting

• Understanding of system administration, basic networking, and VoIP concepts

• 3+ years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment

• Bachelor’s degree in Computer Science or MIS or equivalent work experience preferred

• Detail-oriented, deadline, and results-driven

• Excellent written and verbal communication sk

• Strong customer service background

​Desired technical experience and knowledge

• Microsoft Intune or SCCM

• JAMF MDM

• Active Directory administration

• Microsoft 365 Certified: Modern Desktop Administrator Associate

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.