IT Support Engineer

Nextgen Technologies; San Mateo (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

Nextgen Technologies is seeking a qualified IT Support Engineer to handle full-service IT support for users at its US headquarters. This role focuses on user satisfaction while acting as a point of escalation for IT issues. The engineer will collaborate with a global IT team to ensure a seamless user experience.

The ideal candidate will have over 3 years of experience in IT support, strong knowledge of Microsoft Active Directory, and proficiency in both Windows and Apple systems.

Qualifications

• 3+ years in IT helpdesk support positions.
• 2+ years in IT roles with increasing levels of responsibility.
• Experience with Microsoft AD and various services (DNSelated services).
• Ability to troubleshoot Apple Macs.

Responsibilities

• Handle all aspects of IT end-user field support for US headquarters.
• Manage and support Windows and Mac systems.
• Collaborate with other regions and global support groups to enhance services.
• Oversee and deliver local IT projects.

Skills

IT helpdesk support

Microsoft Active Directory

Technical troubleshooting

Cross-functional collaboration

Apple Mac support

Tools

Salesforce CRM

Office 365

Google Apps

Job description

Description: Looking for a qualified and high-energy IT Support Engineer to handle desk-side and full-service support for company users working. The engineer is responsible for users’ satisfaction with IT services and also acts as a regional point of escalation for IT issues. The engineer reports to the Director of Corporate IT.

The Regional IT Support Engineer is a member of a full-spectrum User Support team that includes other Regional Engineers and complements the Global Corporate IT Service Desk. The engineer collaborates with other regions and with the IT Service Desk to ensure locally delivered services are performed as part of a continuous and seamless user experience.

As the engineer of the local IT region with closest proximity to daily business operations, this engineer is expected to understand requirements for and impact of IT services and to contribute feedback to the rest of IT team.

Responsibilities

• Handle all aspects of IT end-user field support for US headquarters employees and act as a local, regional point of escalation for IT issues
• Prevent, monitor and respond to ensure user issues are addressed, escalating as appropriate
• Manage and support Windows and Mac systems
• Manage technical currency and process consistency according to standards
• Manage and monitor servers and cloud services such as Microsoft AD, DNS\DHCP, Salesforce CRM, Google Apps, Office 365, Okta
• Collaborate with other regions, global support groups and Service Owners to identify new service requirements and enhance existing ones
• Oversee and deliver local projects
• Act as backup for other User Support Engineers

Desired Skills and Experience

• 3+ years in IT helpdesk support positions
• 2+ years in IT roles with increasing levels of responsibility
• 2+ years with Microsoft AD and various services (DNS\DHCP\etc.)
• Experience with Apple Macs, installations and troubleshooting
• Experience working in a complex and globally dispersed environment
• Experience delivering successfully in a multi-vendor governance model
• Show strong results in achieving employee satisfaction across a variety of business functions
• Experience in working in cross-functional and regional teams to resolve users’ issues

Nice to Have

• Google Apps for Business knowledge and experience
• Office 365 knowledge and experience
• Excellent written and verbal communication skills

Qualifications

• 3+ years in IT helpdesk support positions
• 2+ years in IT roles with increasing levels of responsibility
• 2+ years with Microsoft AD and various services (DNS\DHCP\etc.)
• Experience with Apple Macs, installations and troubleshooting
• Experience working in a complex and globally dispersed environment
• Experience delivering successfully in a multi-vendor governance model
• Show strong results in achieving employee satisfaction across a variety of business functions
• Experience in working in cross-functional and regional teams to resolve users’ issues

Additional Information

All your information will be kept confidential according to EEO guidelines.