Senior Associate End User Technology Engineer

Senior Associate End User Technology Engineer

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams.

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary

Senior Associate End User Technology Engineers are responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a flexible, fast-paced, and growing, but very customer-focused environment. These requests are based on all metros where Equinix has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 10/11, Apple MacBooks, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided.

Responsibilities

• Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Dell and Microsoft
• Provide outstanding customer service
• Host or moderate Zoom virtual meetings and Webinars
• Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
• Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
• Build and maintain IT knowledge base by creating knowledge management articles
• Troubleshoot to resolution Windows 10, macOS, Microsoft 365, and other internal application software issues as assigned
• Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
• Ability to lift 50 lbs
• Remote user support with focus on North American locations (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa, Toronto Metro, Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.)

Qualifications

• Host and moderator experience with Zoom virtual meeting
• Strong customer service background
• Desired technical experience and knowledge: Microsoft Intune or SCCM, JAMF MDM, Active Directory administration and Microsoft 365 Certified: Modern Desktop Administrator Associate
• Detail-oriented, deadline, and results-driven
• Excellent written and verbal communication skills
• Bachelor’s degree in Computer Science or MIS or equivalent work experience
• Extensive knowledge of Windows 10, macOS, and Microsoft 365
• Administration experience with Zoom Admin portal
• Understanding of system administration, basic networking, and VoIP concepts
• 4 - 6 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment
• Support knowledge and experience with hardware from Dell, Microsoft, and Apple

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

The targeted pay range for this position in the following location is / locations are:

• San Francisco, CA / Bay Area: $69,000 to $107,000
• Colorado, Nevada, Rhode Island: $57,000 to $89,000
• California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $63,000 to $98,000

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

As an employee, you become important to Equinix’s success. Details about our company benefits can be found at the following link:

USA Benefits eBook

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.