ITOC Support Specialist III

hace 5 meses

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 high integrity. They value diversity, are inclusive, and are committed to a global mindset

Position Summary: The Desktop Support Specialist III (DSS) will receive and triage network, system, and infrastructure-related incidents, perform troubleshooting, communicate with staff, and track problems through resolution. The DSS II will escalate incidents to CEDI staff that is beyond their scope of the 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 the Corporate Office and remote locations with technical support of Datacenters, Development/Test infrastructure and production environment infrastructure, Seven Open stack environments, and VMware environments.

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

Primary Responsibilities:

Provide fundamental timely analysis and resolution of server hardware, software, and network connectivity/access problems reported by end users. Ensure the root cause of problems is understood, addressed, or escalated; 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 the free flow of information. Engage the assistance of others as needed to satisfy end-user requirements. Provides top-notch end-user support for technology and application questions and problems. Coach, train, and guide junior support team members as required, and handle complex issues that they escalate. 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. Classification of enhancements and defects. Network & System Monitoring – System and network monitoring which includes receiving, triaging, and escalating alerts. Incident Response – Tier 1 response, resolution, and escalation to incidents/requests entering the CEDI ticket stream. Communications Management – Handling communications for critical incidents and scheduled maintenance. This can include communication with the business and CEDI teams via email and Service-Now tickets. Reporting – Performing incident management where multiple incidents are reported or discovered. This can include identification, resolution, and 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. Familiar with Linux/Unix, Gitlab, Jira and Azure. Experience with automation/configuration management. Practical experience in automation with Python/Shell scripting. Working knowledge of virtual machine and container technology. Have knowledge of Web, network, Storage and Compute technologies and how they are evolving. Working experience of testing automation. Willing to work during weekends.

Qualifications:

Associate degree in a related field (or equivalent experience) required 4-6 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 is a plus

Physical Demands and Work Environment:

Ability to read, write, and speak English Use a copier, phone, fax, and personal computer Ability to lift up to 50 lbs. Fast-paced team environment Strong customer service orientation Open to ongoing change Extensive computer and phone use Email intensive culture Open office environment Required to work in the 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.

#LI-JB1

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.

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