Sr. Desktop Support Engineer

Information Technology San Jose, California


Hungry. Humble. Honest.

Our values form the foundation of who we are and how we operate every day around the world. They show up in our ambition to achieve our dreams, our courage to do what matters, and our tenacity to keep customers happy. At Nutanix, we prize those unique individuals who demonstrate empathy, respect differences, and appreciate others. If you’re authentic, credible and transparent—someone who walks your talk and thrives on collaboration—we want you to join our team!

Be a part of building a company that is truly leading an IT revolution. We make infrastructure invisible, elevating IT to focus on the applications and services that power their business. Led by Dheeraj Pandey, one of CRN’s “Top 25 Innovators of 2016,” Nutanix welcomes big thinkers and budding entrepreneurs, those who are unafraid to take on seemingly impossible challenges and interested in learning how to build a business along the way.

Nutanix employees enjoy some amazing benefits and perks: healthcare, plenty of snacks, employee (and family) events, world renowned speakers, training and development, and much more. See what life is like at Nutanix by following us on Twitter: @NutanixCareers and Instagram: @Nutanix

The IT Deskside Support Technician will work in an extremely fast paced environment supporting 3000+ users, both locally and via remote offices. Daily, this role would be responsible for providing excellent customer service on behalf of IT, troubleshooting and resolving laptop (Mac/Windows), desktop, tablet, smart phone, printing, network/wireless (layer 1), account administration (AD and VOIP), workflow coordination and AV issues (operational support). The Deskside Support Tech will correspond with customers via phone, email, in person, and through Slack.  Another important task for this future Nutan will be to document new processes, procedures that will be used by customers and internal teams.   So first-rate written and verbal communication is a must. The overall goal is to provide quick resolution of technical issues for all users (including VIP user support).

Responsibilities:

  • Build, deploy, support and troubleshooting hardware and software issues on laptops, desktops, mobile devices, and network printers to resolution
  • Interface with customers at all levels of the company, including VIPs.
  • Manage and assign all incidents, service requests, and tasks assigned to team queue (workflow coordination)
  • Must demonstrate excellent written/verbal interpersonal communication skills (to internal team/customer/external facing audience)
  • Executive Support
  • Ability to respond positively in stressful situations to difficult customers
  • Work with hardware/software vendors with repairs/services/warranties
  • Image laptops and desktops and deliver new hire orientation classes
  • Assists with IT projects as needed
  • Willing to travel to domestic and international locations as needed
  • Maintain and update inventory in asset tracking system
  • Provide end-user training as needed
  • Available for after-hours support for technical assistance, project and special events

Requirements

  • 3+ years of experience providing hardware and software support for desktop/laptop on MAC/Windows OS
  • Support for mobile devices (iOS, Android, and Windows)
  • Solid understanding of basic networking and active directory principles
  • 3+ years software support, especially Microsoft 365, OKTA, and VPN clients on MAC/PC
  • Experience with inventory tracking and maintenance
  • Strong written and oral communication, and excellent customer service skills
  • Microsoft/Apple/A+ certifications are a plus!
  • A can-do attitude with a dependable work ethic

Nutanix is an equal opportunity employer.

The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.