Senior IT Helpdesk Engineer

Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible. 

The Senior IT Helpdesk Engineer is responsible for the support of shared office infrastructure and equipment, software and account management for equipment and office infrastructure, asset management, software licensing management and general day-to-day help desk requests.  The successful candidate will require current working knowledge of technologies detailed below along with excellent communications skills and a focus on customer support targeting TeleSign employee base.  In addition, this role will interface with corresponding organization in other TeleSign locations to move the helpdesk support to a consistent user experience irrespective of employee location. 

Key Responsibilities: 

• Support all employee onboarding activities including configuring, equipment, installing software, setting up email/telephones, VPN accounts and other services, setting up accounts and access rights based on role, and providing employees office access. 
• Recovery of company assets, account management, and organizational manager support for departing employees. 
• Maintenance and support of office file servers, server room, office networks and shared equipment (i.e. printers, wireless access points, office security system, etc.). 
• Provided support and troubleshooting all aspects of IT to local and remote staff. 
• Working with other operations staff (systems administrators, network engineers, DBAs) when necessary to ensure TeleSign staff have the equipment, software and access to perform their jobs productively. 
• Identifies, diagnoses, and resolves issues for users of TeleSign internal systems and applications, personal computer software and hardware, local networks, the Internet, and new computer technology in a call centre environment; communicates solutions to end-users. 
• Maintains asset and software inventory. Works with TeleSign Operations management and Finance to acquire new assets based on approved budgets and approved needs. 
• Obtains quotes and places orders with vendors/providers to acquire equipment and software in support of staff and Operations needs for data centre equipment. 
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and e-mail, Internet, VPN, and local-area network access problems. 

Essential Requirements:  

• 1-3 years of experience with managing and administering O365. 
• 1-3 years of experience with Windows 10, Active Directory, Microsoft Outlook, and Microsoft Office. 
• Experience with JAMF to manage and administer Apple devices. 
• Experience working with Active Directory, including assigning memberships, users, and computer account management, and understanding of basic scripts 
• Experience installing and supporting Global Protect clients. 
• Experience working with SSO and SAML 
• Working knowledge of VMware Linux Workstation and Mac. 
• Experienced supporting major PC components i.e. desktops, laptops, printers, tablets, monitors. 
• Experienced in one or two technologies not commonly supported i.e. networking support, telecom, video teleconferencing. 
• Experienced working with the JIRA ticketing system. 
• Excellent customer service skills. 
• Ability to perform general maintenance duties including but not limited to, basic repair duties, moving of employee work stations, etc.  

Preferred Qualifications 

• Degree in Computer Science or equivalent. 
• Experience with virtualized environments. 
• Experience with SAN / NAS environments.