ITOC Support Specialist II

hace 1 mes

Guadalajara, México F5 A tiempo completo
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.

Our Employees

Are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset

Position Summary The Desktop Support Specialist II (DSS) will receive and triage network, system, and infrastructure-related incidents, perform troubleshooting, communicate with staff, and track problems through resolution. The DSS I will escalate incidents to DSS II staff that is beyond their scope of resolution. The ServiceDesk provides support for services and infrastructure that CEDI (Common Engineering Development and Infrastructure) and Engineering Shared Services (ESS) provide to engineers.

Attractions of the Job: As a member of the SOC Service Desk, you will assist staff in Corporate Office and remote locations with technical support of Datacenters, Development/Test infrastructure and production environment infrastructure, Seven Open stack environments, and VMware’s environments.

Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. You will also assist in the maintenance and testing of network servers, and associated equipment.

Primary Responsibilities:

  • Provide basic timely analysis and resolution of server hardware, software, and network connectivity/access problems reported by end users. Ensure root cause of problems is understood, address or escalate; verify fixes and obtain end user validation.
  • Utilize defined processes, & procedures to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc.
  • Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets.
  • Work closely with other members of the IT organization to help address issues and ensure free flow of information. Engage assistance of others as needed to satisfy end user requirements.
  • Provides top-notch end-user support for technology and application questions and problems.
  • Monitors the SOC Service queue and mailbox.
  • Ensures all incidents and requests are resolved against SLAs.
  • Routes support issues to the correct issue owners via call tracking software.
  • Network & System Monitoring – System and network monitoring which includes receiving, triaging, and escalating alerts.
  • Incident Response – Tier 1 response, resolution and/or escalation to incidents/requests entering the PDI ticket stream.
  • Communications Management – Handling communications for critical incidents and scheduled maintenance. This can include communication to the business and PD teams via email, Service-Now tickets.
  • Reporting – Performing incident management where multiple incidents are reported or discovered. This can include identification, resolution, and/or escalation of incidents.

Other Responsibilities:

  • Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
  • Performs other related duties as assigned.

Knowledge, Skills, and Abilities:

  • Solid communication, problem-solving, planning, documentation, and organization skills.
  • Working ability to multi-task and prioritize.
  • Good business knowledge of the end-to-end business processes in the functional area assigned.
  • Working ability to work independently, as well as collaboratively, within a team.
  • Strong communication skills.
  • General organization and problem solving skills required.
  • Server hardware & software technical knowledge and ability to continuously learn while operating in a fast-paced, demanding environment are necessary.
  • Must be able to maintain a high level of confidentiality due to issues of security.
  • Deliver and demonstrate a strong level of customer service.
  • Handle obstacles and difficulty with basic diplomacy and tact.
  • Demonstrated in-depth familiarity with Windows operating systems, Server hardware/software, and TCP/IP LANs.
  • Demonstrated operational familiarity with iOS and OSX.
  • Create Knowable base articles for new functionality or for daily procedures.
  • Familiarity with Linux/Unix.
  • Familiarity with Giblab.

Qualifications:

  • Associate degree in related field (or equivalent experience) required
  • 2-4 years experience working in a technical support role
  • Demonstrated familiarity with Windows and iOS/OSX operating systems, hardware/software and TCP/IP LANs
  • A+ (or similar) certification a plus

Physical Demands and Work Environment:

  • Ability to read, write, and speak English
  • Use copier, phone, fax, and personal computer
  • Fast paced team environment
  • Strong customer service orientation
  • Open to ongoing change
  • Extensive computer and phone use
  • E-mail intensive culture
  • Open office environment
  • Required to work in office, with availability to flexible and remote work optionally.

Benefits:

We provide competitive salaries, a world class benefits package, including 100% of the premium for employee medical, dental and vision insurance, highly subsidized premiums for dependent coverage, 401K match, employees stock purchase plan, 18 days paid time off within the 1st year and 9 paid holidays, life insurance, short & long term disability insurance, tuition reimbursement, and much more.

The Job Description 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 Opportunity

It 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 accommodations@f5.com.

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