Technical Support Specialist II

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Our Employees

They are valued and empowered, collaborative and team-oriented, innovative in their approach, and passionate about their work. They are reliable, trustworthy, and open with high integrity. They value diversity, are inclusive, and are committed to a global mindset.

This unique opportunity is ideal for a motivated technologist with a broad skillset to deliver technical solutions to enable our workforce in a fast-paced environment. You will problem-solve, repair relationships, and detail technical interactions related to Windows 10, macOS clients, and our infrastructure systems. To help deliver these services, we are looking for a Technical Support Specialist II with a knowledge of modern end-user computing solutions, including mobile technologies.

Primary Responsibilities:

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide callers through troubleshooting, navigating the company site, or using the products or services.
• Customer service: Providing excellent customer service and maintaining a patient and empathetic approach when dealing with users' technology concerns is crucial.
• Identify customers' needs, clarify information, research every issue, and provide solutions and alternatives.
• Help to train new employees and inform them about the company's customer management policies.
• Provide IT Operational support by resolving incidents, requests, and problems associated with various IT systems.
• Interface with other Core Services teams to solve complex issues.
• Create / Maintain support solutions and documentation for the service desk.
• Ensure ongoing communications regarding system issues/activities with all stakeholders: department executives and managers, end users, IT staff, vendors, customers, etc.
• Responsible for upholding F5's Business Code of Ethics and promptly reporting violations of the Code or other company policies.
• Performs other related duties as assigned.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may need to be completed, and duties and conditions are subject to change.

Knowledge, Skills, and Abilities

• Troubleshooting and Problem-Solving: As a technical support specialist, you should have strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently. This includes understanding hardware and software problems, identifying root causes, and implementing appropriate solutions.
• Operating Systems: Familiarity with operating systems such as Windows, macOS, and Linux is a benefit. You should be proficient in performing tasks like system configuration, user management, and troubleshooting standard operating system issues.
• Networking: Basic knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP), and network troubleshooting is essential. You should be able to assist users with network connectivity problems, wireless configurations, and other network-related issues.
• Hardware Components: Understanding computer hardware components and their functionalities is important. This includes knowledge of CPUs, RAM, hard drives, motherboards, and other peripherals.
• Software Applications: Proficiency in popular software applications, such as Microsoft Office Suite (Word, Excel, PowerPoint), email clients, web browsers, and antivirus software is expected.
• Remote Support Tools: Experience with remote support tools and technologies is valuable as it enables you to assist users remotely. This may include tools like remote desktop software, virtual private networks (VPNs), and ticketing systems.
• Customer Service Skills: strong customer service skills are crucial for a technical support specialist. Effective communication, active listening, empathy, and patience are essential when dealing with users who may be frustrated or unfamiliar with technical concepts.
• Documentation and Knowledge Management: The ability to document technical issues and resolutions and create knowledge base articles or user guides are essential for sharing knowledge within the team and empowering users to find solutions independently.

Qualifications

• Associates Degree in computer science or related field OR equivalent work experience in a technical field related to Information Technology that demonstrates technical competency
• Minimum of two (2) years as a Technology Support Specialist or equivalent
• 3+ years of solid customer service experience

Certifications Preferred:

• CompTIA (or similar) certifications are preferred, such as A+, Security+, and Network+
• Microsoft certifications are preferred, such as M365 Certified: Modern Desktop Administrator Associate or greater
• KCS Practices certification is preferred

Our values:

At F5, we live and breathe our core values; Excellence, Integrity, Teamwork, Customer Dedication, Profitable Growth, Innovation, Employee Success, and Diversity. We help each other achieve our goals, value the diversity of ideas different backgrounds can bring, emphasize teamwork over rock stars, work hard, and most of all, have fun!

#LI-JB1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].