IT Technical Support Engineer (contract)

Company: Nutanix
Location: San Jose
Posted on: January 27, 2023

Job Description:

IT Technical Support Engineer Nutanix is looking for an IT Technical Support Engineer to be part of the Corporate IT team in the USA. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency. Key responsibilities: Front-line support for Tier 1,2 and 3 requests Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines Remotely resolving incidents within their capability and implementing known solutions to known issues Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools Monitors incident status and escalates cases that are not resolved in a specific time frameOther duties as assigned by management Ideal candidates should have: Relevant work experience 2+ years in technical support or a similar technical environment High level of understanding and experience with information technology Ability to communicate effectively with all levels of employees/management Must have a high technical aptitude, be highly motivated, and be ready for a challenge Strong communication, documentation, and analytical skills The ability to handle stressful situations and tight deadlines in a fast-paced environment Excellent English language verbal and written communication skills. High level of Windows and MacOS knowledge - laptop imaging and configuration, hardware and software issues troubleshooting skills.Active directory and PowerShell knowledge Okta, ServiceNow, Slack, Office365, Gsuite administration Intune, JAMF, Druva administrationBasic networking knowledge It's good to have: General knowledge of remote support technologies and strategies Knowledge of service management tools for tracking ticket Knowledge of virtualization technologies Jira and Confluence administration CompTIA Network+, MCSA, CCNA Routing & Switching We're an Equal Opportunity Employer Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting . Notice to Applicants Re: Fraudulent Recruiting Scams, please review the following link consumer.ftc.gov to safeguard yourselves. Candidates seeking jobs at Nutanix have recently been targets of these recruiting scams including FAKE G-mail accounts posing as ACTUAL recruiters on our team, so please safeguard yourselves by following instructions in the link. If you have any concerns surrounding suspect recruiting practices, please email for verification. Please do NOT send resumes to this email address; applicants should apply directly to the job to be considered.

Keywords: Nutanix, San Jose , IT Technical Support Engineer (contract), Other , San Jose, California