Global IT Support Engineer

Information Technology Mexico City, Mexico Req.Num.: N2265

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Hungry, Humble, Honest, with Heart.

 

The Opportunity
Nutanix is looking for an Global IT Support Engineer to be part of the Corporate IT team. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.

 

About the Team
The Corporate IT org was established in 2019, and it has been an integral part of enabling Nutanix systems to execute on an everyday level. You will be working in a large team with many senior professionals, balancing work-from-home and in-office. The team is part of the Global IT org, supporting Nutanix IT processes across the whole globe, and cooperating with people based on any continent.

 

Your Role
  • Front-line support for Tier 1 and 2 requests.
  • Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level.
  • Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines.
  • Monitor systems/infrastructure/SaaS services.
  • Remotely resolving incidents within their capability and implementing known solutions to known issues.
  • Responsible for working with other support specialists to coordinate and quickly resolve customer issues, Providing regular updates to customers as efforts for resolution progress.
  • Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels.
  • Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools.
  • Monitors incident status and escalates cases that are not resolved in a specific time frame.
  • Other duties as assigned by management.

 

What You Will Bring
  • Relevant work experience - 3+ years in technical support or a similar technical environment.
  • High level of understanding and experience with information technology.
  • Ability to communicate effectively with all levels of employees/management.
  • Must have a high technical aptitude, be highly motivated, and be ready for a challenge.
  • Strong communication, documentation, and analytical skills.
  • The ability to handle stressful situations and tight deadlines in a fast-paced environment.
  • Excellent English language verbal and written communication skills.
  • High level of Windows and MacOS knowledge – laptop imaging and configuration, hardware and software issues troubleshooting skills.
  • Active directory and PowerShell knowledge.
  • Okta, ServiceNow, Slack, Office365 administration.
  • Intune, JAMF, Druva administration.
  • Basic networking knowledge (networking certification is a plus).
  • Knowledge of virtualization technologies, service management tools for tracking tickets, documentation tools is also a plus.

 

Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

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Nutanix is an equal opportunity employer.

Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].

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