At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.
As a Sr. IT Support Engineer, you will be responsible for all aspects of system/application administration including problem-solving, configuration, architecture, and implementation. You will also be an active participation for on-call support rotation for multi-OS environments which require 24 x 7 x 365 support.
What you’ll do:
Provide customer support through diagnosing, repairing, maintaining, configuring, deploying, and upgrading computer software and hardware.
Provide customer support for account administration in cloud-based SaaS applications such as Office 365, Okta, Slack, Jira, Confluence, Zoom and others.
Help with new-hire orientations and onboarding which will include laptop/desktop deployment, account provisioning, and software installation, as well as general guidance on standard usage and IT compliance.
Participate in evaluations of new hardware and software products at Gigamon and make recommendations for company standards.
Engage with current vendors and service providers on behalf of the IT Helpdesk, including such things as order planning, support escalations, and platform troubleshooting.
Collaborate on strategic initiatives by assisting with implementation and configuration tasks.
Participate in the change management process by identifying potential user impact and collaborating on communications.
What you’ve done:
College Degree in a technology focused major.
5+ years of experience working in an IT role in a corporate environment supporting both Windows and macOS endpoints and the associated MDM such as Microsoft Intune and Jamf Pro.
Experience with Windows Server 2016 or Windows Server 2019 and Linux based systems.
Experience with Office 365 user provisioning and troubleshooting for Exchange Online, SharePoint/OneDrive, MS Office Suite, etc.
Experience with SAML Single Sign-On technologies, such as Okta, in an Enterprise environment.
Experience with Active Directory user/group/computer management.
Experience troubleshooting and supporting Dell and Apple laptop hardware, as well as BYOD support for mobile devices.
Who you are:
Strong customer service skills.
Ability to communicate complex technical issues to non-technical users.
Strong troubleshooting and problem-solving skills.
Knowledge of ITIL and familiarity with enterprise IT helpdesk ticketing systems such as Jira Service Management and ServiceNOW.
