Who are we?
Equinix is the world's digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
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.
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Job Summary
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, Windows 11, 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.
What you'll be doing
- Troubleshoot to resolution of Windows 10, Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned
- Image, configure, upgrade, and repair desktops laptops and peripherals from leading vendors such as Dell and/or Lenovo
- Perform daily walkthroughs and issue resolution with Zoom-enabled Rooms
- Remote user support with a focus on Latin American locations (Brazil, Colombia, Mexico, Chile, Peru, etc.)
- Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license, etc.)
- Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
- Provide outstanding customer service
- Build and maintain IT knowledge base by creating knowledge management articles and executing as documented
- Support Data Center/ Offices Expansions and Integrations
- Ordering and installing new equipment
- Resolve incidents, events, and requests within the SLAs defined and escalate them when required to the proper team
- Partner with sr staff to test pre-mass deployment software packages identifying issues and escalating to sr staff
- Provide training and documentation to Tier 1 team
What we'll expect from you
- Extensive knowledge of Windows 10, Windows 11, and Microsoft 365
- Support knowledge and experience with hardware from Dell, Lenovo, and Apple
- Understanding of system administration, basic networking, and VoIP concepts
- Experience working in a fast-paced and dynamic but very customer-focused IT Helpdesk environment
- Bachelor's degree in Computer Science or MIS or equivalent work experience
- Desired technical experience and knowledge
- Microsoft Intune and SCCM
- JAMF MDM
- Active Directory administration
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Citrix VDI Support and troubleshooting.
- MAC OS support
- Autopilot imaging knowledge
- Required Intermediate English-level writing, speaking, and listening
- Desired Basic Spanish Language level
- Detail-oriented, deadline, and results-driven
- Excellent written and verbal communication skills
- Strong customer service background
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.