IT Support Engineer

Company Overview :

If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.

Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure and innovate.

We provide the industry’s first elastic visibility and analytics fabric, which closes the cloud visibility gap by enabling cloud tools to see the network and network tools to see the cloud.

With visibility across their hybrid cloud network, organizations can improve customer experience, eliminate security blind spots, and reduce cost and complexity.

Gigamon has been awarded over 90 technology patents and enjoys world-class customer satisfaction with over 4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of governments and educational organizations worldwide.

Gigamon delivers visibility and analytics on all data-in-motion across the hybrid cloud network to solve critical security, performance, and budget requirements freeing you to accelerate digital innovation.

Gigamon protects the largest, most complex, and most secure networks on the planet. Our products are broadly deployed across the Global 5,000 enterprises, playing a critical role in securing complex hybrid multi-cloud environments.

Position Overview :

In the role of IT Support Engineer, you will be responsible for all aspects of system / application administration including problem-solving, configuration, architecture, and implementation.

You will also be an active participant in on-call support rotation for multi-OS environments which require 24 x 7 x 365 support.

Responsibilities :

• Provide customer support through diagnosing, repairing, maintaining, configuring, deploying, and upgrading computer software and hardware.
• Provide customer support for account administration in cloud-based SaaS applications such as Office 365, Okta, Slack, Jira, Confluence, Zoom and others.
• Help with new-hire orientations and onboarding which will include laptop / desktop deployment, account provisioning, and software installation, as well as general guidance on standard usage and IT compliance.
• Participate in evaluations of new hardware and software products at Gigamon and make recommendations for company standards.
• Engage with current vendors and service providers on behalf of the IT Helpdesk, including order planning, support escalations, and platform troubleshooting.
• Collaborate on strategic initiatives by assisting with implementation and configuration tasks.
• Participate in the change management process by identifying potential user impact and collaborating on communications.

Desired Skills, Qualifications, and Experience :

• College Degree in a technology focused major.
• Strong customer service skills.
• Ability to communicate complex technical issues to non-technical users.
• Strong troubleshooting and problem-solving skills.
• Knowledge of ITIL and familiarity with enterprise IT helpdesk ticketing systems such as Jira Service Management and ServiceNOW.
• 5+ years of experience working in an IT role in a corporate environment supporting both Windows and macOS endpoints and the associated MDM such as Microsoft Intune and Jamf Pro.
• Experience with Windows Server 2016 or Windows Server 2019 and Linux based systems.
• Experience with Office 365 user provisioning and troubleshooting for Exchange Online, SharePoint / OneDrive, MS Office Suite, etc.
• Experience with SAML Single Sign-On technologies, such as Okta, in an Enterprise environment.
• Experience with Active Directory user / group / computer management.
• Experience troubleshooting and supporting Dell and Apple laptop hardware, as well as BYOD support for mobile devices.

Compensation :

The base salary compensation range targeted for this role based out of Gigamon's Santa Clara, CA, Headquarters office is $76,000 - $95,000, with an opportunity to earn an annual bonus or commission (subject to terms and conditions of the plan).

This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

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