Desktop Support Specialist II

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.

Job Description

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

This 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 in Guadalajara. You will tackle problems, repair relationships, and detail 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 Engineer 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 Responsibilities

• Evaluate and recommend new technology as it relates to the end user.
• Provide IT Operational support by resolving incidents, requests, and problems associated with various IT systems.
• 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 F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Performs other related duties as assigned.

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.

Knowledge, Skills and Abilities

• Administrator-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 collect supporting evidence for customer concern.

Qualifications

• Bachelor’s Degree in computer science, or related field OR equivalent work experience in a technical field related to Information Technology that demonstrates technical competency
• Minimum of two (2) years as Desktop Support Specialist or equivalent
• Show us 3+ years of strong customer service experience

Certifications Preferred:

• CompTIA (or similar) certifications are preferred such as A+, Security+, and Network+
• JAMF certifications are preferred such as Jamf 100 or greater
• Microsoft certifications are preferred such as M365 Certified: Modern Desktop Administrator Associate or greater
• KCS Practices certification is helpful

Our values:

At F5, we live and breathe our core values; Excellence, Integrity, Teamwork, Customer Dedication, Profitable Growth, Innovation, Employee Success, and Diversity. We help each other achieve our goals, value the diversity of ideas different backgrounds can bring, emphasize teamwork over rock-stars, work hard and most of all have fun!

#LI-TL2

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.

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. 

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 [email protected].