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.
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
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
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).
You're now being redirected to the application website
Fill in your details
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.
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.
You can change your cookie preferences within your browser settings at any time.
To find out more about our policy, please click here.