DESKTOP SUPPORT - JOBS IN - 'SUNNYVALE' - 'CALIFORNIA'

Job Description:

Assist in supporting the IT infrastructure of eGain by providing day-to-day Desk Top IT support, administration and maintenance on a variety of hardware, software, and network products in an information technology infrastructure environment. The role would mainly focus on eGain employee support in a Microsoft environment (Windows 10, Office 2016, Windows Servers and Office 365).

Responsibilities:

·       Provide professional practical hands-on support to a variety of customers to ensure that technical faults and/or requests are handled well.

·       Support and monitor existing infrastructure, perform preventative maintenance work, backup and perform other regular support activities to ensure effectiveness and to provide cover on such tasks when required.

·       Fixing/replacing parts in desktops, laptops, printers.

·       Provide assistance and support regarding the local phone system.

·       Liaise with external suppliers and support agencies for the ongoing support and maintenance of relevant hardware and software.

·       Ensure that all work and changes are performed in such a way as to minimize all disruption to existing business use.

·       Assist in keeping track of the eGain infrastructure assets and ensure that the infrastructure and data is kept secure at all times.

·       Perform activities in a productive, timely and effective manner.

·       Liaise with colleagues and partners in an appropriate manner, keeping users up to date with progress and setting expectations with regards to appropriate courses of action and timelines.

·       Undertake additional duties as required by the IT Manager.

·       Create reports and prepare concise documentation.

·       Establish and maintain effective relationships with coworkers across departments

Requirements:

·       Can-do attitude.

·       Experience in a Customer Support role or similar IT-related role

·       Comfortable working with employee support requests either by phone, emails, or office walk ups.

·       First line server & infrastructure troubleshooting.

·       Windows system administration and OS install experience.

·       Active directory administration.

·       Quick learner of new technical concept and new software.

·       Excellent communication skills and attention to details.

·       Strong analytical, troubleshooting and problem-solving skills.

·       Must be able to work effectively and collaboratively with team members across geographies and across different organizational groups.

·       Remote screen sharing experience.

·       Hard drive imaging experience

·       Mobile phones setup and support

·       MAC OS familiarity

·       Hypervisor VM creation and administration

·       Amazon AWS / Azure experience