Desktop Systems Administrator I

The Desktop Support Administrator position is responsible for desktop-related support issues for the Porto office and remote users throughout Europe. 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 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.

Major Responsibilities:

• Serve as the escalation point of contact for resolution of desktop/laptop related problems in a 1000+ customer enterprise.
• Respond to Service Desk calls, walk-ups, incidents, and tasks, following in-house procedures and escalation processes utilising our ticketing system.
• Administer and support enterprise level solutions for managing computing devices within the Five9 global enterprise.
• Troubleshoot research, diagnose, document, and resolve technical issues in a timely manner involving the client compute environment and infrastructure.
• Provide support services to Five9 employees with technical problems and information technology issues including, but not limited to Apple, Microsoft, VPN or mobile devices, involving desktop, laptop, communication devices or network services from local personnel or remote employees.
• Serve as the on-site “smart hands” for Five9 Corporate IT Infrastructure teams for instruction led tasks such as TelCo closet troubleshooting, equipment racking and network routing.
• Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues.
• Assist in identifying resolution gaps at the Service Desk, with any standard operating procedures and customer service guidelines relating to IT support.
• Document and maintain hardware management lifecycle.
• Participate in developing documents, implement standard operating procedures and customer service guidelines relating to remote IT support.
• Assist with General IT office maintenance, facilitating onsite meetings, Smart Board/TV and Audio/Visual System Support.
• Maintain password security, data integrity and file system security for the corporate desktop environment.
• Support and troubleshooting of printers, copiers and fax machines.
• Assist in coordinating and performing office moves, add and changes.
• Performs other related duties as assigned.

Requirements:

• Minimum 2 years of enterprise level desktop support experience including leveraging provisioning and management services such as Jamf and Intune.
• Experience supporting enterprise applications such as Microsoft Office, Zoom, Slack, and Okta. 
• Hands on experience using and supporting macOS and Windows devices.
• Ability to provide outstanding customer service through in-person and remote technical support.
• Experience with Active Directory user, group and policy administration.
• Experience leveraging various device management tools including configuration and security management.
• Understanding of general wired and wireless network concepts and protocols.
• 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.
• Experience creating technical knowledge and process documentation.
• Ability to learn quickly and adapt to a changing environment and eager to accept new responsibilities.
• 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.

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flex Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance 
• 25 day Annual Leave + Public Holidays