Desktop Support Technician

*Full-time in Office Required* 

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.    

We are looking for a full-time, on-site Desktop Support Technician to join our Global Service Desk team located in Santa Clara, CA, reporting to the director of Global Desktop Support. In this role, you will provide end-to-end frontline user support for desktop and laptop computers, applications, mobile devices, and related technology. You will respond to inquiries, complete end-user asset management, set up local and remote new hires, and build user accounts, email accounts, and all related system access and roles. This is an exciting opportunity to learn multiple IT support technologies and processes, including client computing, IT asset management, global service desk operations, and front-end site support. 

You are the ideal candidate if you are a highly driven, customer-focused multi-tasker who has strong communications skills, can process a significant number of support requests/incidents, and change gears quickly. You have sharp analytical and troubleshooting skills and are an expert at managing relationships with your stakeholders and vendors. 

What you’ll do: 

• Provide day-to-day IT support to local, remote, and global users through multiple methods, including an online ticketing system, in-person, email, and instant messaging 
• Assist staff with installation, configuration, and ongoing usability of laptop computers, as well as peripheral equipment and software 
• Coordinate and manage the entire IT for new hires process, including imaging, building, and setting up new user accounts and deploying and supporting new employees’ computers  
• Collect equipment from departing employees and add it to the tracking database 
• Maintain user accounts in programs such as AD, OKTA SSO, etc. 
• Manage end-to-end IT assets for the Santa Clara office 
• Collaborate and participate in all important meetings across the globe as needed 
• Assist in all IT-related projects on the site and manage end-to-end VIP support 
• Manage all unified communication devices and their products in the region in coordination with IT infra and IT infosec teams 
• Manage Teams rooms across the NAM region 

What you’ll bring:

• 3 years of experience in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem-solving, and customer support 
• Solid knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems 
• Ability to manage IT end-user asset management for the region 
• High level of expertise in both Mac and Windows hardware and software support 
• Good knowledge of MS Office, Office 365/Outlook, and Google Apps for work 
• Solid knowledge and experience with help ticketing systems such as ServiceNow 
• Demonstrated proficiency with Active Directory and remote-control support tools 
• Good troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting
• Demonstrated ability for supporting DUO, Okta, Zoom, and Cisco VPN preferred 
• Demonstrated ability with Endpoint Management platforms like MS Intune and Jamf preferred 
• 100% commitment to IT security and compliance-related tasks and responsibilities 

What success looks like:  

After six months you will… 

• Work independently on all L1 and L2 ticket resolutions  
• Achieve all Global Service Desk SLAs on response time and resolution time 
• Work on asset management requirements individually  
• Work on endpoint remediation with 100% remediation success in a given time  

After about a year you will… 

• Contribute to Global Service Desk initiatives and projects like knowledge base creation and automation enhancement  
• Contribute to overall service delivery enhancements like incident trends  
• Collaborate with various stakeholders like HRIS, Procurement, and Finance on various IT support enhancements  
• Participate in rotational on-call responsibilities as applicable 

We’ve got you covered:                      

In the spirit of pay transparency, we are excited to share our compensation philosophy. At Infoblox, we believe in paying for performance. You can expect our employment offers to take many factors into consideration, including but not limited to the location of the role, internal equity, applicable past experience, individual skill set, education, and professional certifications. Please keep in mind that the range mentioned is the base salary range for the role. The typical base salary range for this position in California is $75,500 - $110,000 plus corporate bonus.  
  
Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.            

Speaking of a great work environment, here are just a few of the perks you may enjoy, depending on your location…              

• Onsite massages, clubs, farmers market, and fitness classes  
• Delicious and healthy snacks and beverages  
• Electric vehicle charging stations  
• Outdoor amenities, seating, and courtyard BBQ  
• Dog park and pet-friendly programs  
• Newly remodeled offices with state-of-the-art amenities     

Why Infoblox?                

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer. We think you’ll be excited to join our team.                     

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Salary : $75,500 - $124,600