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End User Tech Services Staff

 

End User Tech Services Staff

  • JR-125499
  • Brampton
  • Markham
  • Toronto
  • Information Technology
  • Full time
End User Tech Services Staff

Equinix is the world’s digital infrastructure company, operating 220+ data centers across the globe and providing interconnections to all the key clouds and networks. We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.  

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success. 

 

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.  

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

At Equinix, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office. 

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. 

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified 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.

(US Applicants)

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