IT Support Engineer

Clarizen - San Mateo, CA (30+ days ago)3.8


IT Support Engineer - Americas

Location: San Mateo, California - US

Description: Clarizen, the fast-growing, award-winning leader in enterprise-class work collaboration and project management, is looking for a qualified and high-energy IT Support Engineer to handle desk-side and full-service support for company users working or traveling within the North and South American geographic region. The engineer is responsible for users’ satisfaction with IT services and also acts as a regional point of escalation for IT issues. The engineer reports to the Director of Corporate IT.

Description: The Regional IT Support Engineer is a member of a full-spectrum User Support team that includes other Regional Engineers and complements the Global Corporate IT Service Desk. The engineer collaborates with other regions and with the IT Service Desk to ensure locally delivered services are performed as part of a continuous and seamless user experience.

Description: As the engineer of the local IT region with closest proximity to daily business operations, this engineer is expected to understand requirements for and impact of IT services and to contribute feedback to the rest of IT team.

Responsibilities:
  • Handle all aspects of IT end-user field support for US headquarters employees and act as a local, regional point of escalation for IT issues
  • Prevent, monitor and respond to ensure user issues are addressed, escalating as appropriate
  • Manage and support Windows and Mac systems
  • Manage technical currency and process consistency according to standards
  • Manage and monitor servers and cloud services such as Microsoft AD, DNS\DHCP, Salesforce CRM, Google Apps, Office 365, Okta
  • Collaborate with other regions, global support groups and Service Owners to identify new service requirements and enhance existing ones
  • Oversee and deliver local projects
  • Manage IT procurement
  • Act as backup for other User Support Engineers
Desired Skills and Experience

Must Have

  • 3+ years in IT helpdesk support positions
  • 2+ years in IT roles with increasing levels of responsibility
  • 2+ years with Microsoft AD and various services (DNS\DHCP\etc.)
  • Experience with Apple Macs, installations and troubleshooting
  • LAN/WAN networking experience
  • Experience working in a complex and globally dispersed environment
  • Experience delivering successfully in a multi-vendor governance model
  • Show strong results in achieving employee satisfaction across a variety of business functions
  • Experience in working in cross-functional and regional teams to resolve users’ issues
Nice to Have

  • Microsoft technical certifications
  • Google Apps for Business knowledge and experience
  • Office 365 knowledge and experience
  • Excellent written and verbal communication skills
  • VoIP experience