Senior Technical Services Engineer

Roku; Cambridge (MA); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Mental health support

401(k)/retirement options

Healthcare

Job summary

Roku's Global IT Support team in Cambridge supports about 450 employees across a range of technologies. As part of the Cambridge-based team, you'll be the first point of contact for desktop/laptop issues, handling Windows, macOS, and Office 365 problems while delivering reliable help to colleagues.

This role blends hands-on troubleshooting with collaboration across regions in a hybrid environment. You'll resolve hardware and software problems, assist with VPNs, networking, and device management

Qualifications

• 4+ years of IT support experience.
• Proficient with Windows 10, Office 365, and MacOS.
• Experience with wireless networks (IEEE 802.11x).
• Familiarity with Jamf or Intune MDM.
• Experience with Atlassian products.

Responsibilities

• Serve as the initial point of contact for desktop/laptop problems.
• Respond to Service Desk calls and tickets, following in-house procedures.
• Provide support for Microsoft, Adobe, MacOS, VPN, and networking issues.
• Install, configure, upgrade, and repair hardware and software.

Skills

IT support

Windows troubleshooting

MacOS troubleshooting

Communication

Network fundamentals

MDM management

SaaS administration

Documentation

Tools

Jira

Confluence

Jira Service Desk

Insight

Jamf

Intune

SharePoint

Azure

O365

Wireshark

iPerf

ixChariot

Ubuntu

Job description

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

About the Team

Our Global IT Support team keeps Roku employees productive by delivering reliable, high-quality technical support across our offices worldwide. Made up of 16 engineers across EMEA, APAC, and the US, we work together to ensure our colleagues have the technology and support they need to do their best work.

As part of our Cambridge-based team, you'll support around 450 employees across a diverse range of technologies and services. While each engineer manages their own work, collaboration is at the core of how we operate. We believe the best solutions come from working together, sharing knowledge, and supporting one another whenever challenges arise.

We're looking for someone who enjoys solving problems, values teamwork, and wants to be part of a supportive, globally connected IT organization. You'll partner closely with colleagues across regions and have the opportunity to make a meaningful impact on the day-to-day experience of Roku employees.

About the Role

• Serve as the initial point of contact for resolution of desktop/laptop related problems
• Respond to Service Desk calls, walk-up support, incidents and tasks, following in-house procedures and escalation processes received through Roku’s ticketing system
• Provide support services to Roku employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, MacOS
• Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues
• Troubleshoot research, diagnose, document and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, other special applications, VPN, internet connections and hardware/peripheral equipment.
• Responsible for timely resolution of problems or escalation on behalf of internal customer to appropriate support teams.
• Assist with Gen Experience working in a challenging and fast paced environment, must work well under sustained pressure, be self-motivated with a strong sense of ownership, can-do attitude, urgency, and drive
• Experience working in a challenging and fast paced environment, must work well under sustained pressure, be self-motivated with a strong sense of ownership, can-do attitude, urgency, and drive

We’re Excited If You Have

• Minimum 4+ years of IT support experience
• Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Hands on experience using and/or troubleshooting Microsoft Windows 10 Microsoft Office 365 and MacOS
• Knowledge or of experience with wireless troubleshooting, all flavors of IEEE 802.11x (WiFi)
• Understanding of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall, Wireless
• Ability to think around problems and come up with creative solutions
• Ability to work on tasks, and projects with minimum supervision
• Experience with Mobile Device Management platforms (i.e. Jamf, Intune)
• Experience supporting Atlassian products; Confluence, Jira, Jira Service Desk, Insight
• Experience with Microsoft SaaS products; SharePoint, O365, Azure
• Experience working with cloud and/or SaaS applications is a plus
• Microsoft certifications, Network+ or Cisco CCNA certified is a plus
• Diagnostic and test tools such as Network Sniffers (Wireshark), Data generators (iPerf & ixChariot etc.)
• In depth network concepts and protocols such as RPC, DNS, DHCP, WINS, TCP/IP, OSI, Kerberos, NTLM
• Experience with Linux OS’s preferable Ubuntu
• #LI-GL1

Our Hybrid Work Approach

Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Employees are supported in taking time off, in accordance with local leave policies and other personal needs to support their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

Accommodations

Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to [e-mail].