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 an IT Support Engineer at Gigamon, you will play a key role in delivering exceptional end-user IT support and ensuring the reliability of our corporate technology environment. You will partner closely with the Director of IT Operations to administer systems, applications, and endpoints used across the business. In this role, you will manage the full lifecycle of laptops and end-user services, support collaboration and audiovisual technologies, and drive smooth onboarding experiences for new employees. You will also contribute to strategic IT initiatives by evaluating new solutions and supporting transitions from implementation to steady-state operations.
What you’ll do:
Provide corporate end-user support by installing, diagnosing, repairing, maintaining, configuring, and upgrading endpoint software and hardware.
Administer user accounts and provision access to cloud-based applications such as Office 365, Okta, Slack, Zoom, and other enterprise tools.
Administer and maintain audiovisual systems across conference rooms and presentation spaces at HQ, including live support for all-company meetings.
Lead and run new-hire IT orientations and facilitate IT aspects of onboarding to ensure a seamless day-one experience.
Manage the full laptop lifecycle, including procurement, deployment, access provisioning, and hardware/software management, ensuring compliance with company policies and procedures.
Participate in evaluations and pilots of new hardware and software products to support Gigamon’s evolving IT needs.
Engage with vendors and service providers to support IT Operations requirements, including procurement planning and inventory forecasting.
Support strategic IT initiatives by ensuring smooth transitions from implementation projects to ongoing IT support operations.
Participate in planning and communication related to scheduled downtime, and assist with rapid problem resolution during unscheduled downtime to minimize user impact.
What you’ve done:
Acquired 5+ years of experience supporting Windows OS and macOS in a corporate environment.
Gained hands-on experience with Jamf and Intune for endpoint and mobile device management.
Supported and administered Windows Server 2016 or later.
Managed Office 365 user provisioning and troubleshooting for services including email, SharePoint, and OneDrive.
Worked with SAML Single Sign-On technologies such as Okta in an enterprise environment.
Performed Active Directory user and group management.
Supported Dell, Lenovo, and Apple product lines and their associated support ecosystems.
Administered environments that include BYOD mobile devices.
Obtained (or worked toward) Microsoft certifications; any Microsoft certification is highly desirable.
Who you are:
Customer-focused, with strong service orientation and a commitment to providing responsive, high-quality support.
An effective communicator who can explain complex technical issues in clear, accessible language to non-technical users.
Knowledgeable about ITIL disciplines and comfortable working within structured IT processes.
A strong troubleshooter with excellent problem-solving skills and the ability to resolve issues efficiently in a fast-paced environment.
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