Webroot is currently hiring an IT Support Services (ITSS) Engineer.
This is an exciting newly created role within the global ITSS branch of the Webroot IT organization. This highly technical role will assist the team in desktop support & services delivery. The primary function will be to evaluate and propose new technologies, lead desktop & mobile technology projects and serve as an escalation point for complex technical issues for the ITSS team. This role will also be customer facing – a strong customer service orientation is required.
RESPONSIBILITIES
· Function as 3rd level escalation for desktop/laptop/smartphone/connectivity related issues and function as expert technical resource for global ITSS team.
· Responsible for desktop computing, printing, mobile devices,
· Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
· Attend training sessions offered within the group and assist in training workshops when required.
· Contribute and communicate user/technical service policies and procedures for products supported by the Client Services.
· Handle escalations as assigned.
· Develop Technical Proposals and written Reviews through Evaluation and Testing of Desktop and Mobile Technology.
· Create policies/procedures/knowledge base articles as required
· Lead or participate in corporate wide projects relating to new or upgraded technology.
· Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
· Serve as technical advisor for ITSS Mgmt and assist in defining the technology roadmap.
· Function as a backup desktop support analyst to existing staff as requested by management.
· Carry a company issued cell phone and be available be able to provide 24x7 pager support during scheduled shifts.
· Adhere to official company, IT and Client Services policies.
Other Responsibilities That May Be Required:
Provide Account Administration
Business travel or off-hour support may be required
REQUIRED SKILLS AND EXPERIENCE
· 8+ years of experience supporting end-user computing, printing, video conferencing, mobile devices in enterprise, multi-regional environments. [at least 4 of those years in a senior desktop support role(s) (or comparable)].
· Expert knowledge of software and applications, including Windows XP, Vista; Microsoft Office, IE, enterprise-level Anti-Virus & Anti-Spyware software, diagnostic utilities.
· Early adopter and working knowledge of Windows 7
· Experienced supporting Mac hardware and Mac OS’s.
· Advanced knowledge of mobile devices, their OS’s, and associated apps. (Blackberries, iPhone, Droid, etc.)
· Experience using enterprise desktop management applications such as LanDesk, Altiris, Footprints
· Excellent technical knowledge of PC and Mac hardware (certifications, i.e. Dell certified)
· Experienced creating login scripts, wise packages, or other type of scripting
· Industry standard certifications such as MCSE, A+, MCDST required.
· Demonstrated working knowledge of Microsoft Active Directory, Windows Server 2003, Exchange, BES and DNS
· Good knowledge of networking protocols and components within a corporate WAN.
· Ability to work independently and excellent time management skills.
· Good basic project management skills
· BA/BS degree preferably related to computer science and/or equivalent work experience.
· Experience with enterprise security software is a plus
· Effective interpersonal skills and relationship-building skills.
· Excellent written and oral communication skills.
· Ability to present ideas in user-friendly language to both technical and non-technical audiences.
If you would like an opportunity to work with this widely recognized worldwide leader in technology security, send your resume to jlandau@webroot.com for consideration.
Principals only- no third parties, please. Webroot Software, Inc. is an Equal Opportunity Employer.
About Webroot Software
Webroot provides industry-leading Internet security solutions for consumers, enterprises and small and medium businesses worldwide. Webroot products consistently receive top review ratings by respected third parties and have been adopted by millions globally. In addition to our award-winning business and consumer software, Webroot now protects enterprises with Webroot® Security Software-as-a-Service (SaaS). Webroot Web Security SaaS and Webroot E-Mail Security SaaS are subscription-based services that provide on-demand web, email and archiving solutions, giving organizations a flexible and cost-effective alternative to on-premise security.
