Desktop Support (Mac / Windows)

Basic Information

Country

United States

State

California

City

Santa Clara

Date Published

28-Jul-2021

Job ID

30882

Travel Amount

up to 25%

Description and Requirements

IS&T Client Services team provides a central service for end users on their client. We are committed to provide daily support to keep our customers productive through continuous improvement and ensuring a high quality service.
We offer a true 24/7 IT support offering to all our end-users. This is an office-based role where it is important to collaborate and work with your colleagues in other sites and across BMC organization. The engineer will be supporting several Senior Executive and ELT Members and this role may call for some travel locally. 

What you will be doing
  • You will be expected to support end-users across United States, Canada, and South America.
  • You will be responsible for troubleshooting hardware such as Laptops, Desktops, Mobile, Tablet and Apple MAC devices. 
  • You will be a strong team player, we need someone that likes to share thoughts, ideas and better ways to work across multi-geo locations.
  • You will be handling incoming requests for new mobile device orders working with regional carriers defined by BMC.
  • On-Call duties to support Executive Members.

Requirements (must haves)
  • Strong knowledge about supporting both Mac (ideally Big Sur / Catalina / Mojave) and Windows
  • You can handle stressful end-user situations effectively without losing professionalism.
  • MDM, Mobile Device desktop (AirWatch) or similar experience
  • Experience on Virtual desktop (VMware/Parallels) or similar experience
  • Any other experience with the following tools (ideally you will have some of them): Office365, McAfee, Anti-virus, Bit locker, Encryption, Network Printers, Skype for Business, Outlook, SharePoint, Microsoft Teams, Active Directory (user/server admin/permissions), JAMF, CrowdStrike, Zoom for enterprise.
  • Strong written and verbal communication skills in English, additional languages are a bonus.
  • A self-starter with a strong ability to manage competing priorities in a fast-paced and changing environment
  • Proactiveness: Comfortable working on your own initiative, anticipate trending issues before they happen and be vocal when requiring assistance or simply wishing to share/discuss. 
  • Flexibility: Willingness to adapt to the constantly changing demands of the business

Nice to have skills
  • 2 - 3 years’ experience supporting Senior Executives would be a bonus and 5+ years’ experience working in IT or a customer facing role.
  • Understanding of unified communications platforms such as video conferencing, VOIP systems or Knowledge of Polycom
  • Prior knowledge of Desktop, MacBook Imaging, or scripting
  • BSc / B.E. or MCA / ITIL Foundation

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