The Desktop Support Engineer (Level 2) will be based in San Jose & report directly to the IT -Sr IT Manager of Desktop.
Must haves:
5 years minimum hands-on Linux experience is a must. The candidate must be experienced Linux and confident with related hardware and OS.
Hands on Mac experience is a must. The candidate needs to have experience with MAC and confident with MAC hardware\OS. Any additional skills on the backend infra of MAC is beneficial.
Experience working on windows & related hardware is beneficial.
IT2 level support experience is needed in managing escalated issues, working issue that have probably gone through level 1 support.
Experience working with teams, working on projects and driving initiatives.
Job Responsibilities:
Fully own support of R&D labs throughout San Jose Campus.
Linux OS installations, troubleshooting, maintenance, service, and break-fix issues in multiple lab environments.
Provides support and administration of Mac workstations via JAMF management tools
Windows\MAC installations, troubleshooting, maintenance, service, and break-fix issues
Troubleshoot applications issues on across multiple platforms including smart devices.
Assist users in daily problem solving to our service desk that relate to local user issues at the San Jose Headquarters .
May be required to work occasional unusual hours based on emergencies, maintenance needs or onsite projects.
Management inventory of systems & accessories while adhering to asset management process including all Labs.
Manage assigned tickets while ensuring adherence to stated SLA s for all Jira tickets
Job Qualifications:
Bachelor s degree in Computer Science or related field
5 years continued experience in IT role preferable within multinational.
Experience troubleshooting MAC systems in global environment.
Experience with Linux both installation & troubleshooting.
Some experience troubleshooting windows systems in global environment
Experience with systems tools including SCCM
Experience working on projects & ability to drive & own initiatives is essential.
Nice to have:
Experience with all aspects of laptop, desktop & peripheral hardware.
Deep OS and configuration troubleshooting.
Hands on Windows installation & troubleshooting experience.
Excellent communication skills which will be required to engage with senior R&D and IT staff across the globe.
Knowledge and ability to troubleshoot basic networking problems.
Ability to develop scripts to automate common activities such as removing machines from the domain, adding or subtracting applications post image, etc.
Possesses excellent skills and experience in the area of Install Building / Package building using Industry Best Practices as well as Industry-known tools etc.
Ability to build MAC & Windows OS images and upgrade of OS & Microsoft O365 through SCCM.
Software packaging and deployment through SCCM
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