Desktop Support Engineer (9 Months Fixed Term)Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 240+ data centers in over 32 countries spanning across 6 continents, we are home to the Cloud, supporting over 3000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do. Desktop Support Engineers are responsible for providing level 2/3 support by responding to, evaluating, and prioritizing incoming IT support requests from 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/Apple/Microsoft desktops/laptops, iPhones, Android, and Zoom VC. 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· Zoom room technical deployment, management & meeting support· Troubleshoot to resolution Windows 10, Mac OS, Microsoft Office 365, and other internal application software issues as assigned· Image, configure, upgrade, and repair Dell laptops and desktops· Active Directory, O365, MS Exchange, SCCM, JAMF · Administer and maintain iPhone and Android mobile phones\tablets via InTune MDM· Remote support for all locations in EMEA· Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, New IBX builds, IT license audits, etc.).· Help troubleshoot and work with telecom engineers to resolve end user telecom 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· Other duties as assigned Qualifications· English language speaking and writing skills· Advanced to expert knowledge of SCCM, JAMF, Windows 10, Mac OS, Office O365· Experience with Zoom conference room technology· Understanding of system administration, basic networking and VoIP concepts· Experience in working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment· Strong customer service background· Intel based Mac OS hardware/software support is required· MCDST or higher Microsoft IT Professional certification· Ability to work in a hybrid model (3 to 4 days a week onsite) Nice to have · Experience with providing support on Apple/Mac OS devices· JAMF 200 certified· Dell IT Pro certificationEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you. Equinix is an Equal Employment Opportunity and, in the U.S., an 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.
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