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Senior IT Support Engineer

Palo Alto, CA

Posted: 11/16/2022 Employment Type: Contract Industry: IT Infrastructure Job Number: CA645991623

Job Description

Primary Duties & Responsibilities:
  • Monitor and respond quickly to incoming IT requests through various channels. Maximize FCR (First Contact Resolution). Follow-up with customers to ensure issues are resolved
  • Administer IT systems and enforce adherence to governance processes and policies
  • Escalate and warm transfer issues to the next tier of support timely with minimum impact to customer
  • Hardware and software purchase – work with business, vendors and customers to identify their hw/sw needs, drive adherence to procurement and logistics requirements while ensure customer satisfaction 
  • Vendor management and development. Develop and foster relationship with vendors to manage and improve SLAs
  • Deploy, inventory, patch, re-image, and recover assets while transitioning to Modern Management solutions
  • IT asset and accessories inventory management. Plan purchase ahead and maintain accurate inventory as well as ensuring timely delivery to customers
  • Inventory, manage, track and recover software licenses
  • Proactively look for customer feedback and obsessively drive service to perfection.
  • Assist with onboarding and offboarding of employees
  • Support, maintain and troubleshoot workplace technology such as Local MDF and IDF management, including monitoring, identify server and network hardware issue, cabling management,  SPF modules inventory management, MFC printers, meeting technology including but not limited to: room schedulers, AV system, phone systems, sound system, projector, TVs, etc.
  • Partner with security to maintain and troubleshoot physical security access system, CCTV system
  • Report operations key metrics and insights through scorecards
  • Perform system admin functions for productivity tools such as o365, slack, Jira and confluence
  • Provide white glove service to key roles
  • Support IT initiatives and projects
  • BSc in CS or equivalent or 10+ years of IT client service experience
  • 5+ years of IT client service experience
  • Experience in administering collaboration tools such as M365, G Suite, Slack, Jira, confluence
  • Experience in installing, configuring, and troubleshooting Windows and Mac hardware, software, and peripherals
  • Experience in providing desk side and remote computer support, and performing repair and maintenance procedures
  • Familiarity with Windows 10 and Mac OS, wired and wireless networking
  • Nice to have Cisco routing and switching related certifications
  • Experience in gaming industry is preferred
  • Must be comfortable working independently and as part of a team. Strong ownership.
  • Must have good organizational skills, excellent follow up skills, the desire to learn, the ability to think logically and be customer centric
  • Can thrive in a fast-paced environment without sacrificing accuracy
  • Able to multitask and manage work to meet deadlines
  • Proficient at problem solving and troubleshooting
  • Professional verbal and written communication skills, be able to effectively present information, and respond to questions, inquiries, and/or complaints with courtesy, tact and respect.
  • Love making your customer happy and being proud of your work
  • Ability to lift and carry 50lbs


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