Technical 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.

Position Summary

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. 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 Responsibilities

• Experience 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 F5’s 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 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 capture supporting evidence for customer concern.

Qualifications

• Bachelor’s Degree in computer science, or related field OR equivalent work experience in a technical discipline related to Information Technology that demonstrates technical competency

• Minimum of two (2) years as Desktop Support Analyst 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 preferred

Physical Demands and Work Environment

• Duties 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 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 [email protected].