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Senior Associate End User Technology Engineer

 

Senior Associate End User Technology Engineer

  • JR-119398
  • Redwood City
  • Information Technology
  • Full time
Senior Associate End User Technology Engineer

Equinix is the world’s digital infrastructure company, operating 210 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: Desktop Engineers are responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered into the IT service desk by internal end users in a flexible, fast paced and growing, but very customer focused environment.  These requests are based from all metros where Equinix has internal employees and on hardware and/or software issues affecting end user technology devices including Dell desktops/laptops, iPhones, Android, Zoom conference rooms, 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 creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided.

Responsibilities

  • Onsite "tech bar" support - meaning you will be working a kiosk onsite at our HQ providing walk up support.

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

  • Image, configure, upgrade, and repair Dell and Apple desktops and laptops

  • Active Directory, MS Exchange, SCCM, JAMF administration including add/change/move requests

  • Administer and maintain iPhone and Android mobile phones\tablets via Intune and JAMF MDM

  • Remote support for all metros in North America (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, Toronto, 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 larger Service Reliability org on cross-functional ​end user issues

  • Provide outstanding customer service

  • Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation

  • Understands implications of work and makes recommendations for solutions

  • Determine methods and procedures on new assignments.

  • Ability to lift 50 lbs.

  • Other duties as assigned

Qualifications

  • Advanced to expert knowledge with JAMF and macOS

  • Advanced knowledge with Windows 10, and M365 administration

  • Understanding of system administration, basic networking and VoIP concepts

  • 4 - 6 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

  • Detail oriented, deadline and results driven

  • Excellent written and verbal communication skills

  • Strong customer service background

  • JAMF 300/400 desired

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)

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.