Sr. Desktop Support Specialist
Who:
In order to be successful in today’s increasingly mobile environment, companies need consistent connectivity – and the tools to maintain it – that’s where NetMotion comes in. Our Enterprise Mobility Management (EMM) software gives organizations with mobile workforces the connectivity, visibility and control needed to solve the common challenges of wireless computing.
Our software is the ONLY tool on the market that creates and sustains secure connections to enterprise applications over any network, ensuring mobile workers are more efficient and productive. At the same time, it provides detailed visibility into the performance of public and private cellular networks, managed through a centralized control console. This enables enterprises to quickly identify and resolve problems within their mobile deployment, saving time and creating a significant return on their mobile investments.
If you join our team you will be working with talented colleagues who have a passion for industry leading technology. At NetMotion, we want people to enjoy the work that they do so we provide our team members with the tools and support they need to be successful. In addition, we have a collaborative and unpretentious environment where creativity is valued. We strive for diversity in our work teams and are committed to equal opportunity and providing an equitable workplace.
What:
We're currently looking for a Sr. Desktop Support Specialist to support our corporate office. This position is responsible for providing advanced technical support to NetMotion Wireless end users worldwide via telephone, email and in person.
Duties include resolving complex issues relating to software, operating systems, core desktop applications, mobility, network security & access, hardware break/fix and network connectivity.
You will act as the primary escalation point for other Desktop Support Specialists. As a member of the Desktop Support team you will also assist in the day to day operations of Infrastructure Systems and Cloud Services.
This position may be asked to participate in an on-call rotation to provide after-hours emergency desktop support.
You:
• Associate degree in related field (or equivalent experience) required
• Minimum 3 years supporting technology in a fast paced environment
• Superb customer service and passion for improving customer satisfaction
• Be a true IT advocate that keeps the customer at the center of everything we do.
• Excellent verbal and written communication skills
• Tact, discretion, and good judgment required for dealing with confidential information and interactions with senior and executive level staff
• Critical thinking and problem solving
• Strong interest in technology and a desire to learn new technologies
• Ability to work both independently and as part of a team environment
• Strong attention to detail
• Ability to multitask and prioritize issues to maintain customer satisfaction
• Passion for end user self-service, maintaining knowledge base, and step by step help documentation
Technical abilities:
• Networking - Working knowledge of TCP/IP, VPN, VLANs, DNS, WIFI
• Active Directory and Access – accounts, permissions, security
• Desktop applications – MS Office, Outlook, endpoint protection
• Windows desktop deployment experience and image management - MDT and/or SCCM
• Experience with mobile device hardware - Android and IOS
• Familiarity with VOIP Phone systems
Nice to haves:
• Desktop patching and endpoint security management
• Apple OSX and/or Linux advanced knowledge
• Certifications - A+, CCNA, MCP, MCSE
• ITIL Knowledge