Senior Associate End User Technology Engineer

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.

With 200+ colocation facilities on 5 continents, Equinix puts companies in the heart of the world’s pre-eminent business markets—be they financial centers, manufacturing hubs, tech industry hotspots or gateways to emerging economies.

Equinix’s International Business Exchange™ (IBX®) facilities house data centers for 9,800+ companies worldwide. Our IBX facilities offer the broadest geographic reach, the largest choice in networks and the most efficient connectivity options for companies looking to lease data center space. Our colocation services are backed by 24x7x365 on-site technical support, world-class physical security and >99.9999% average uptime.

Job Description: Desktop Engineers are responsible for providing level 2 & 3 support by responding to, evaluating, and prioritizing incoming IT support requests to the IT helpdesk by internal end users in a flexible, fast paced and growing, but very customer focused environment.  These requests are based from all metros where Equinix has internal employees and on hardware and/or software issues affecting end user technology devices including Dell/Apple/Microsoft desktops/laptops, iPhones, Android, Zoom VC, and Cisco VoIP phones.  Follows-up on any open incidents, escalates when appropriate, to ensure all SLAs are met and incidents are resolved in a short time frame.  Ability to be dynamic and reactive as well as creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided.

Responsibilities

• Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 365, and other internal application software issues as assigned




• Image, configure, upgrade, and repair Dell, Surface, Apple desktops and laptops




• Active Directory, MS Exchange, SCCM, JAMF administration including add/change/move requests




• Administer and maintain iPhone and Android mobile phones\tablets via InTune MDM




• Remote support for all metros in North America (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, Toronto, Boston, Tampa, NY, DC, and Canada)




• Help troubleshoot and work with telecom and server engineers to resolve end user issue potentially outside of normal day to day scope




• Provide outstanding customer service




• Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation




• Understands implications of work and makes recommendations for solutions




• Determine methods and procedures on new assignments




• Take on key projects, rollouts, M&A with very little direction needed focusing on solutions




• Problem resolution focused, not only identifying issues, but solutions to those issues is paramount

Qualifications

• 1+ years experience preferred, 4 - 6 years’ experience working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment desired




• Associate's degree preferred, Bachelor’s degree in Computer Science or MIS or equivalent work experience desired




• Advanced to expert knowledge of SCCM, JAMF, Windows 7/8.1/10, Mac OSX, Office O365




• Understanding of system administration, basic networking, and VoIP concepts




• Detail oriented, deadline and results driven




• Excellent written and verbal communication skills




• Strong customer service background




• Intel based Mac OSX hardware/software support is required

Certifications desired:

• MCDST or higher Microsoft IT Professional certification




• JAMF 201




• Dell IT Pro certification

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.