Person, Clothing, Shoe, Female, People, Dress, Woman, Jeans, Sleeve, Long Sleeve

Senior Associate End User Technology Engineer

 

Senior Associate End User Technology Engineer

  • JR-131060
  • Nuevo León
  • Querétaro
  • Information Technology
  • Full time
Senior Associate End User Technology Engineer

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams.  

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

Senior Associate End User Technology Engineers 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, 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.

What you'll be doing?

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

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

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

  • Host or moderate Zoom virtual meetings and Webinars

  • Remote user support with focus on Latin American locations (Chile, Peru, Brazil, Colombia, Mexico, etc.)

  • 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 and execute as documented

  • Support IBX / Offices Expansions and Integrations

  • Ordering and installing new equipment

  • Resolve incidents, events and requests within the SLAs defined and escalate them when required to the proper team

  • Travel to sites if required

  • Support audit processes: Audit remediation, escalate issues to resolve with vendors

  • Partner with senior staff to test pre-mass deployment software packages identifying issues and escalating to senior staff.

  • Provide training and documentation to junior associate

Ticket Triage and Resolution (event, incident, request)

  • Responsible for more complex ticket resolution

  • Acts as a point of escalation

  • Proposes solutions and partners with more junior team members to resolve escalated issues

  • Partners with other GTS teams to resolve broader issues

  • Escalates issues which cannot resolve

  • Handles sensitive onboarding and terminations, with discretion

  • Meets or exceeds 90%+ SLA compliance for ALL user requests

  • Meets or exceeds 90%+ customer satisfaction for ALL user requests or issues

Application Administration

  • Day-to-day administration of SCCM, MobileIron, MacAfee, DDPE (encryption)

  • Compliance management: Responsible for ensuring that systems are running above-referenced agents

Internal GTS Staff Training

  • Responsible for training more junior senior associates

Hardware Deployment, Installation and Certification

  • Responsible for PC and Mac imaging, installation of desktop monitors, phone and docking station, and/or other peripherals

  • Assists senior staff with new device certifications

What do you need?

  • Extensive knowledge of Windows 10, 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 - 5 years’ experience working in a fast-paced and dynamic but very customer-focused IT Helpdesk environment

  • A+ and MCDST certification preferred

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

  • Desired technical experience and knowledge

    • Microsoft Intune or SCCM

    • JAMF MDM

    • Active Directory administration

    • Microsoft 365 Certified: Modern Desktop Administrator Associate

    • MAC OS support

  • Required Intermediate English level writing, speaking and listening

  • Desired Basic Portuguese level

  • Detail-oriented, deadline, and results-driven

  • Excellent written and verbal communication skills

  • Strong customer service background

  • English language skills (medium-advanced level)

Equinix is an Equal Employment Opportunity and Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.  (Equal Opportunity / AA / Disabled / Veterans Employer).

View additional Equal Employment Opportunity information here.

Apply Now

Sign in with LinkedIn
Autofill my information with LinkedIn
Alert me about jobs like this

Not You?

You're now being redirected to the application website

Know someone who would be great for this job? Let them know here!

Fill in your details 

Not You?

Thank you

People Also Viewed

DevOps Engineer Intern

Intern JR-131278 Singapore Singapore Singapore Intern Interns and Apprentices S1
DevOps Engineer Intern Who is Equinix?  Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. We provide 10,000+ customers across almo...

Sr. Staff Engineer, Product Software

Regular JR-130917 United States Product Software Architecture and Engineering Product T4
Sr. Staff Engineer, Product Software Equinix is the world’s digital infrastructure company, operating 240 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and br...

Account Executive 1

Regular JR-131371 Redwood City. Tampa. Dallas California. Florida. Texas United States Redwood City. Tampa. Dallas Corporate Sales Sales B1
Account Executive 1 Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fra...

Edge Specialist

Regular JR-131358 Sao Paulo São Paulo Brazil Sao Paulo Solutions Architect Sales T3
Edge Specialist Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmen...

Business Systems Analyst

Regular JR-131345 Bangalore India Bangalore Business Systems Analysis Information Technology T3
Business Systems Analyst Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring togethe...

Senior Software Engineer

Regular JR-131344 Bangalore India Bangalore Enterprise Software Architecture and Engineering Information Technology T4
Senior Software Engineer Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring togethe...

Apply Now

Sign in with LinkedIn
Autofill my information with LinkedIn
Alert me about jobs like this

Not You?

You're now being redirected to the application website

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)

Please click here to see the “EEO is the Law” poster and supplement.

Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.