Desktop Support Specialist II

F5 Networks•Seattle, WA

About The Position

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. Job Description Our Employees Are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset This unique opportunity is ideal for a motivated technologist with a broad skillset to deliver technical solutions to enable our workforce in a fast-paced environment in Guadalajara. You will tackle problems, repair relationships, and detail technical interactions related to Windows 10, macOS clients, and our infrastructure systems. To help deliver these services, we are looking for an advanced Technical Support Engineer with a deep knowledge of modern end user computing solutions including mobile technologies. In this hybrid role, you will also develop system administration skills to support the server and network infrastructure for the company. You will be empowered to own and deliver technologies that enable our business users to be agile and flexible in terms of the way they work.

Requirements

Administrator-level knowledge of client management systems: Configuration Manager, Jamf, and Microsoft Intune.
Advanced understanding and promotion of end user technology standards for hardware, OS, core applications, and peripherals.
Advanced troubleshooting capabilities of Windows 10 and macOS clients.
Working knowledge of directory services (LDAP, AAD, AD) and M365 stack.
Working hands-on familiarity with networking (TCP/IP) and server equipment, operating systems (Windows 2008/2012/Linux), infrastructure application (DNS/SMTP/DHCP, etc.), storage systems, and IT infrastructure operations.
Proactively automate, streamline and simplify engineering processes and routine tasks.
Operates under minimal direction.
Good Problem Analysis and Solving Skills: ability to fix a complex issue down to potential contributing components, identify root case if possible or collect supporting evidence for customer concern.
Bachelor’s Degree in computer science, or related field OR equivalent work experience in a technical field related to Information Technology that demonstrates technical competency
Minimum of two (2) years as Desktop Support Specialist or equivalent
Show us 3+ years of strong customer service experience

Nice To Haves

Certifications Preferred: CompTIA (or similar) certifications are preferred such as A+, Security+, and Network+
JAMF certifications are preferred such as Jamf 100 or greater
Microsoft certifications are preferred such as M365 Certified: Modern Desktop Administrator Associate or greater
KCS Practices certification is helpful

Responsibilities

Evaluate and recommend new technology as it relates to the end user.
Provide IT Operational support by resolving incidents, requests, and problems associated with various IT systems.
JAMF / SCCM package creation administration and support.
Interface with other Core Services teams to solve complex issues.
Create / Maintain support solutions and documentation for service desk.
Ensure ongoing communications regarding system issues/activities with all stakeholders: department executives and managers, end users, IT staff, vendors, customers, etc.
Aid technical staff leads on large complex projects.
Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
Performs other related duties as assigned.

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