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||Remote, US United States
|| Information Technology
To complement our rapid growth, we are actively looking for a talented and experienced Desktop Support Administrator - Level 2 to join our team. This person will be responsible for desktop-related support issues for the San Ramon office and remote users throughout North America. The position interfaces with end-users across all business units at multiple levels and assists IT support personnel in troubleshooting server and network failures. The position allows for participation in global projects, providing an opportunity for the individual to collaborate with colleagues from other Five9 sites. The Desktop Support Administrator - Level 2 is integral to smooth operations of the IT Service Desk and must wear many hats to be successful. The position will require off-hours support, with occasional weekends and evenings as necessary.
Qualifications & Requirements
Minimum 3 years of enterprise level desktop support experience including provisioning services and desktop management technologies
Ability to provide outstanding customer service through in-person and remote technical support
Excellent Functional/Technical Skills and great at Problem Solving
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 OS, Microsoft Office, and Mac OS
Experience with Active Directory user, group and policy administration
Experience leveraging and administrating various device management tools including configuration and security management
Solid understanding of general network concepts and protocols such as RPC, DNS, DHCP, WINS, TCP/IP, OSI, Kerberos, NTLM, Etc.
Ability to work independently or in a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations
Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities
Attention to detail
Creativity. Ability to think around problems and come up with creative solutions is helpful.
Experience working with cloud environments or SaaS applications is a plus
Experience working with mobile devices such as iPhones, iPads and Droids a plus
CompTIA A+ and Network+ certified a plus
Microsoft certifications a plus
JAMF experience a big plus
Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences. For more information visit www.five9.com.