Tier 3 Desktop Support Engineer - Fulltime - Boulder/Broomfield
Posted by: "Jon Landau" JLandau@webroot.com
IT Support Services Engineer / Tier 3 Desktop Support Engineer
Webroot is currently hiring an IT Support Services (ITSS) Engineer /
Tier 3 Desktop Support 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
* MUST have experience 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.
