Technical Support Specialist II
F5
San Jose
hace 1 día

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Why do you want to join our team?

Life at F5 is never dull. We are constantly identifying industry trends and disruptions, then innovating to get ahead of future customer needs creating application services that help the world’s leading organizations deliver their critical business apps faster and with the highest levels of flexibility, security, performance, and support.

But our success isn’t driven solely by what we do. We also care deeply about how we do it. At F5, our culture is how we live, every single day.

And it’s producing extraordinary results not only for our customers, but also for our employees. We understand that your life is about more than just work, so we’re committed to a culture that supports your whole life.

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.

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.

Position Summary

The Desktop Support Specialist II provides advanced technical support and services to F5 end users worldwide via telephone, e-mail and in person as necessary.

Includes delivery, installation, upgrade, and troubleshooting of PC hardware, operating systems, user access accounts, productivity software, LAN & VPN connectivity, printers and other peripherals.

Assists in the day-to-day operations of both the Desktop Support team and the larger IT organization.

Primary Responsibilities

  • Provides top-notch end-user support for advanced technology and application questions and problems
  • Help manage the HelpDesk telephone queue and mailbox
  • Advanced support end-user issues at their desks when necessary.
  • Ensures all incidents and requests are resolved against SLAs.
  • Routes support issues to the correct issue owners via call tracking software.
  • Coordinate the deployment of new hardware and software
  • Sets up new and loaner computers for end-users.
  • Performs other advanced duties as required.
  • Respond to advanced approved requests to provide timely support to end users for setting up, installing, delivering, and relocating desktop personal computers (PCs), related equipment, and network connections and access.
  • Multitask, prioritize and organize HelpDesk workload.
  • Perform advanced maintenance and hardware / software upgrades to end user PCs and related equipment.
  • Provide advanced timely analysis and resolution of PC hardware, software, and network connectivity / access problems reported by end users.
  • Ensure root cause of problems is understood, address or escalate; verify fixes and obtain end user validation.

  • Work with end users to help them understand and effectively utilize innovative PC hardware, software, and network services.
  • Answer questions and provide guidance as needed.

  • Utilize defined processes, & procedures to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc..
  • Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets.
  • Assist with maintaining and documenting knowledge base articles.
  • Work closely with other members of the IT organization to help address more complex issues and ensure free flow of information.
  • Engage assistance of others as needed to satisfy end user requirements.

  • May be asked to support offsite office location.
  • May be asked to assist with creating or modifying corporate images and / or software packages.
  • 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.
  • The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

    Knowledge, Skills and Abilities

  • Provides top-notch end-user support for advanced technology and application questions and problems
  • Help manage the HelpDesk telephone queue and mailbox
  • Advanced support end-user issues at their desks when necessary.
  • Ensures all incidents and requests are resolved against SLAs.
  • Routes support issues to the correct issue owners via call tracking software.
  • Coordinate the deployment of new hardware and software
  • Sets up new and loaner computers for end-users.
  • Performs other advanced duties as required.
  • Respond to advanced approved requests to provide timely support to end users for setting up, installing, delivering, and relocating desktop personal computers (PCs), related equipment, and network connections and access.
  • Multitask, prioritize and organize HelpDesk workload.
  • Perform advanced maintenance and hardware / software upgrades to end user PCs and related equipment.
  • Provide advanced timely analysis and resolution of PC hardware, software, and network connectivity / access problems reported by end users.
  • Ensure root cause of problems is understood, address or escalate; verify fixes and obtain end user validation.

  • Work with end users to help them understand and effectively utilize innovative PC hardware, software, and network services.
  • Answer questions and provide guidance as needed.

  • Utilize defined processes, & procedures to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc..
  • Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets.
  • Assist with maintaining and documenting knowledge base articles.
  • Work closely with other members of the IT organization to help address more complex issues and ensure free flow of information.
  • Engage assistance of others as needed to satisfy end user requirements.

  • May be asked to support offsite office location.
  • May be asked to assist with creating or modifying corporate images and / or software packages.
  • Qualifications

  • Associate degree in related field (or equivalent experience) required
  • 2+ years as technical support team leader preferred
  • 3-4 years supporting technology in a fast paced environment
  • 3-4 years customer service experience
  • Demonstrated in-depth familiarity with Windows operating systems, PC hardware / software, and TCP / IP LANs.
  • A+ (or similar) certification a plus MCP certification for current client operating system a plus.
  • Demonstrated operational familiarity with iOS and OSX.
  • Physical Demands and Work Environment

  • Duties are performed in a normal office environment while sitting at a desk or computer table.
  • Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
  • Duties may require being on call periodically or working outside normal working hours (evenings and weekends). Duties may require the ability to travel via automobile or airplane, approximately 5% of the time spent traveling.
  • Job may be performed on-site at a customer facility or data center, or in an office environment sitting at a desk or computer table.
  • Ability to read, write, and speak English
  • Use copier, phone, fax, and personal computer
  • Ability to lift up to 50 lbs.
  • Fast paced team environment
  • Strong customer service orientation
  • Open to ongoing change
  • Extensive computer and phone use
  • E-mail intensive culture
  • Open office environment
  • F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.

    Our Values

    At F5, we live and breathe our core values, Excellence, Integrity, Collaboration, Customer Dedication, Profitable Growth, Innovation, Employee Success, and Diversity.

    We help each other achieve our goals, value the diversity of ideas different backgrounds can bring, emphasize teamwork over rock-stars, work hard and most of all have fun.

    We offer work / life integration programs like Freedom to Flex, dynamic employee inclusion groups, paid maternity / paternity leave, tuition assistance for professional development, a comprehensive mentoring program, rewards / recognition, and so much more.

    At F5, we truly do help each other thrive and it shows : F5 has been named one of the World’s Most Admired Companies by Fortune magazine for the past two years.

    And this dedication to living our culture doesn’t just exist within our offices; it extends into our communities through Global Good initiatives such as employee matching, volunteer opportunities, and the F5 Foundation.

    Our employees are passionate about making a difference in the world.

    This is a once-in-a-lifetime opportunity to become part of a company that’s on the forefront of transformation. And because we know that a more diverse F5 is a more powerful F5, we’re looking for smart, passionate, determined individuals to join us.

    If you make thoughtful decisions quickly, obsess over your customers’ needs, take ownership of your work (the mistakes as well as the successes), and embrace different perspectives by putting the human first, then we want to talk to you.

    Li-DH2

    The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

    Please note that F5 only contacts candidates through F5 email address (ending with f5.com) or auto email notification from Yello / Workday (ending with f5.

    com or myworkday.com) .

    Equal Employment Opportunity

    It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.

    This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.

    F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job.

    Request by contacting accommodations f5.com.

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