Ingeniero Soporte TIEquinix 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 SummarySenior 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 assignedImage, configure, upgrade, and repair desktops and laptops and peripherals from leading vendors such as DellPerform daily walkthrough and issue resolution with Zoom-Enabled RoomsHost or moderate Zoom virtual meetings and WebinarsRemote 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 issuesProvide outstanding customer serviceBuild and maintain IT knowledge base by creating knowledge management articles and execute as documentedSupport IBX / Offices Expansions and IntegrationsOrdering and installing new equipmentResolve incidents, events and requests within the SLAs defined and escalate them when required to the proper teamTravel to sites if requiredSupport audit processes: Audit remediation, escalate issues to resolve with vendorsPartner with senior staff to test pre-mass deployment software packages identifying issues and escalating to senior staff.Provide training and documentation to junior associateTicket Triage and Resolution (event, incident, request)Responsible for more complex ticket resolutionActs as a point of escalationProposes solutions and partners with more junior team members to resolve escalated issuesPartners with other GTS teams to resolve broader issuesEscalates issues which cannot resolveHandles sensitive onboarding and terminations, with discretionMeets or exceeds 90%+ SLA compliance for ALL user requestsMeets or exceeds 90%+ customer satisfaction for ALL user requests or issuesApplication AdministrationDay-to-day administration of SCCM, MobileIron, MacAfee, DDPE (encryption)Compliance management: Responsible for ensuring that systems are running above-referenced agentsInternal GTS Staff TrainingResponsible for training more junior senior associatesHardware Deployment, Installation and CertificationResponsible for PC and Mac imaging, installation of desktop monitors, phone and docking station, and/or other peripheralsAssists senior staff with new device certificationsWhat do you need?Extensive knowledge of Windows 10, and Microsoft 365Support knowledge and experience with hardware from Dell, Microsoft, and AppleAdministration experience with Zoom Admin portalHost and moderator experience with Zoom virtual meetingUnderstanding of system administration, basic networking, and VoIP concepts3 - 5 years’ experience working in a fast-paced and dynamic but very customer-focused IT Helpdesk environmentA+ and MCDST certification preferredBachelor’s degree in Computer Science or MIS or equivalent work experienceDesired technical experience and knowledgeMicrosoft Intune or SCCMJAMF MDMActive Directory administrationMicrosoft 365 Certified: Modern Desktop Administrator AssociateMAC OS supportRequired Intermediate English level writing, speaking and listeningDesired Basic Portuguese levelDetail-oriented, deadline, and results-drivenExcellent written and verbal communication skillsStrong customer service backgroundEnglish language skills (medium-advanced level)Equinix is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard 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.
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