Technical Support Specialist Ii

4 weeks ago

Hyderabad, Telangana, India f5 Full time

At F5 we strive to bring a better digital world to life Our teams empower organizations across the globe to create secure and run applications that enhance how we experience our evolving digital world We are passionate about cybersecurity from protecting consumers from fraud to enabling companies to focus on innovation Everything we do centers around people That means we obsess over how to make the lives of our customers and their customers better And it means we prioritize a diverse F5 community where each individual can thrive Position SummaryThis unique opportunity is ideal for a motivated technologist with a broad skillset to deliver technical solutions to enable our workforce in a fast-paced environment You will tackle problems develop and manage relationships and document technical interactions related to Windows 10 macOS clients and our infrastructure systems To help deliver these services we are looking for an advanced Technical Support Specialist with a deep knowledge of modern end user computing solutions including mobile technologies In this hybrid role you will also develop system administration skills to support the server and network infrastructure for the company You will be empowered to own and deliver technologies that enable our business users to be agile and flexible in terms of the way they work Primary ResponsibilitiesExperience in managing Voice Non-voice support Calls Chat email Provide IT Operational support by resolving incidents requests and problems associated with various IT systems Customer handling skills - Call etiquettes End to End ticket management Basic ITIL concepts of Incident Problem and Change management Processing incoming service requests incidents and change requests and formulate appropriate response Troubleshoot and resolve technology related issues on technologies such as Outlook MS Office Network Applications etc JAMF SCCM package creation administration and support Interface with other Core Services teams to solve complex issues Create Maintain support solutions and documentation for service desk Ensure ongoing communications regarding system issues activities with all stakeholders department executives and managers end users IT staff vendors customers etc Aid technical staff leads on large complex projects Responsible for upholding F5xe2x80x99s Business Code of Ethics and for promptly reporting violations of the Code or other company policies Performs other related duties as assigned Must be flexible to work in various shifts week offs and weekend workings The is intended to be a general representation of the responsibilities and requirements of the job However the description may not be all-inclusive and responsibilities and requirements are subject to change Knowledge Skills and AbilitiesAdministrator-level knowledge of client management systems Configuration Manager Jamf and Microsoft Intune Advanced understanding and promotion of end user technology standards for hardware OS core applications and peripherals Advanced troubleshooting capabilities of Windows 10 and macOS clients Working knowledge of directory services LDAP AAD AD and M365 stack Working hands-on familiarity with networking TCP IP and server equipment operating systems Windows 2008 2012 Linux infrastructure application DNS SMTP DHCP etc storage systems and IT infrastructure operations Proactively automate streamline and simplify engineering processes and routine tasks Operates under minimal direction Good Problem Analysis and Solving Skills ability to fix a complex issue down to potential contributing components identify root case if possible or capture supporting evidence for customer concern QualificationsBachelorxe2x80x99s Degree in computer science or related field OR equivalent work experience in a technical discipline related to Information Technology that demonstrates technical competencyMinimum of two 2 years as Desktop Support Analyst or equivalentShow us 3 years of strong customer service experienceCertifications Preferred CompTIA or similar certifications are preferred such as A Security and Network JAMF certifications are preferred such as Jamf 100 or greaterMicrosoft certifications are preferred such as M365 Certified Modern Desktop Administrator Associate or greaterKCS Practices certification is preferredPhysical Demands and Work EnvironmentDuties are performed in a normal office environment while sitting at a desk or computer table Duties require the ability to utilize a computer communicate over the telephone and read printed material Work hours are scheduled shifts and you will need to be open to working shifts which may include weekends and holidays festivals in your location Job may be performed from home sitting at a desk or computer table The is intended to be a general representation of the responsibilities and requirements of the job However the description may not be all-inclusive and responsibilities and requirements are subject to change Please note that F5 only contacts candidates through F5 email address ending with f5 com or auto email notification from Workday ending with f5 com or myworkday com Equal Employment OpportunityIt is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race religion color national origin sex sexual orientation gender identity or expression age sensory physical or mental disability marital status veteran or military status genetic information or any other classification protected by applicable local state or federal laws This policy applies to all aspects of employment including but not limited to hiring job assignment compensation promotion benefits training discipline and termination F5 offers a variety of reasonable accommodations for candidates Requesting an accommodation is completely voluntary F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job Request by contacting F5

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