Helpdesk Specialist at Impervia in San Mateo, CA

Description:

We are looking for a customer-oriented Helpdesk Engineer

Imperva is looking for an exceptional Helpdesk Engineer to join the Global IT Team. In this role you will be working in a fast passed environment by providing efficient, first line support in-person or virtually, through remote control software and/or over the phone to users located throughout the globe.

Responsibilities:

Provide tier 1 & 2 support to Imperva's worldwide employees on all IT matters (system, network, accounts, etc.)

Help build and maintain laptops for the Imperva global workforce

Take ownership of requests, incidents and problems originating from direct calls, Helpdesk tickets and self-service tickets

Collaborate and execute the delivery of Imperva onboarding and offboarding; includes account administration, desktop/laptop automation and installation, network access and other IT tasks

Coordinate services and support with the other members of the global Helpdesk team

Manage and coordinate urgent and complicated support issues

Determine root cause of issues and communicate appropriately to internal customers

Provide backup support as needed to support business demands including on-call rotation availability

Create and maintain IT Self-Help (end user) and Helpdesk (internal) specific process documentation

Participation in rotational 24x7 on call duties

REQUIREMENTS

5+ years of experience in a technical role providing remote support in a technical Helpdesk environment, with a track record of achieving productivity goals

Experience with training and mentoring junior team members

Excellent verbal and written communications skills

Extensive knowledge of PC/Mac computer hardware, software, peripherals, and operating systems

Possess the ability to react quickly to issues and develop both short and long-term solutions

Excellent time management skills and ability to multi-task, prioritize, and has a high attention to details

Extensive knowledge of supporting: Windows 10, MacOS, Microsoft365, Zoom, Slack, G-Suite, Active Directory, Azure AD, SCCM, InTune, Jamf

ITIL Certification (preferred)