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Senior Associate End User Technology Engineer

Job Title: Senior Associate End User Technology Engineer
Contract Type: Permanent
Location: Mumbai
Industry:
Reference: JR-122422
Contact Name: Lalitha Gangadhara
Job Published: November 25, 2021 12:02

Job Description

Equinix is the world’s digital infrastructure company, operating 210 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams. 

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success

Job Summary:
Entry to mid level experience as an End User Technology Services professional with experience in applications, systems and hardware.

Responsibilities

  • Executes against documented plan
  • Maintain high SLA Operational Coverage
  • Project rollout and tracking
  • Resolves issues and/or escalates issues to manager/project manager
  • Travels to sites, as necessary
  • IBX/Office Expansion Support


System Audits

  • Audit remediation, per instructions
  • Escalates issues for resolution with vendor


End User Support (outside of Tickets, often individual)

  • Ad hoc, real-time, EA and employee support to troubleshoot a wide range of issues including but not limited to, hardware and software issues


Software Installations, Packaging and Deployment

  • Responsible for single or individual package deployment and software installations, confirming successful deployment/installation with user
  • Partners with Sr Staff to test pre-mass deployment software packages, identifying issues and escalating up to Sr Staff


Ticket Triage and Resolution (event, incident, request)

  • Tier 2 ticket triage
  • Resolves majority of more complex issues and requests within Tier 2 scope (per list of pre-defined work categories), escalating as necessary
  • Responsible for following equipment legal hold procedures
  • Meets or exceeds 95%+ SLA compliance for ALL user requests
  • Meets or exceeds 95%+ customer satisfaction for ALL user requests or issues


Application Administration

  • N/A


Internal GTS Staff Training

  • Responsible for training more junior Associates


Hardware Deployment, Installation and Certification

  • Responsible for PC and Mac imaging, installation of peripherals


Qualifications

  • 1+ years experience
  • MSFT 365 device management
  • Azure AD experience
  • Cloud VDI administration
  • Associate's degree preferred
  • A+ and MCST certification preferred

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