0724SA-331-TRI |Desktop Support Technician II

Desktop Support Technician II

TripAdvisor, the world’s largest travel site & TheFork, the world’s largest dining site, is looking for a talented desktop support technician for a key role in the IT Support team.

The IT Support team’s responsibility is to provide gold standard end-user support and maintenance to internal employees. Support is provided both in-person and remotely and includes the support of laptop computers, mobile devices, printers, IP telephones, audio/video equipment, video conferencing systems, and the administration of our self-service portal, email and calendaring, file servers, and our in-house applications.

What you will do:

• Provide premier customer service focusing on the end-user at all times.

• Be responsive to customer service requests, as well as business needs.

• Support an office 365 environment from a client troubleshooting perspective.

• Support Windows 10, Windows 11, Mac OS, Windows-based tablets, iPads, and mobile phones including iPhones and Android phones.

• Deploy Windows 11 and Mac OS X using provisioning technologies including Autopilot and JAMF.

• Support enterprise-level video conferencing across multiple platforms, both in office video conferencing rooms and from a client perspective.

• Support Google Workspace Suite: including Gmail, Meets, Calendar and more

• Configure and support network printers for OS X and Windows.

• Demonstrate skills required for interfacing and using asset tracking systems such as JAMF, Intune, SCCM and Automox. Though configuration of these systems is not expected at this level, a successful candidate would be expected to progress in understanding these systems with help from the rest of the team.

• Has the ability to work in a SAAS product environment including onboarding and troubleshooting.

• VPN support including two factor authentication configuration and troubleshooting.

• Basic networking addressing knowledge and troubleshooting from a client perspective.

• Maintain our end-user self-service portal, updating it on a regular basis and pointing out areas for improvement.

• Be capable of working individually and as part of a team.

• Support Active directory from an account management perspective, adhering to strict policies regarding permission requests and authorisation.

• Daily use of an IT helpdesk ticketing system to track work

• Proactively address new and emerging problems..

• Identify potential security risks and use in house toolsets to combat potential threats, including (but not limited to) account compromise, SPAM/Phishing and Malware.

What We Seek:

• Desire to go above and beyond at all times to serve our customers and meet our deadlines.

• Windows + MacOSX / FreeBSD technical knowledge

• Azure + InTune knowledge

• Google workspace administration knowledge

• The ability to remain calm in stressful situations and adapt quickly to change.

• The ability to work independently and with limited supervision while maintaining excellent communication with teammates.

• Exceptional time management capability to handle multiple projects and priorities in a deadline-driven environment.

• A self confident individual who is eager to learn new technologies and skills

• Self-motivated and eager to learn new skills.

• English language proficiency as working in a multilingual environment

• Flexible and open to change, adapts well to a fast-paced, ever-changing environment.

• Grasps the essence of new information without repeated training. Recognizes their own strengths and weaknesses, pursues self-development and feedback.

• Able to complete projects both supervised and unsupervised. Responsible for quality work while meeting deadlines.

• Constantly self-aware and looking for opportunities to improve both personal and team processes.

• Clear and effective communicator, able to distill information to an understandable form while communicating with end-users of various skill levels, and among various teams, levels, and locations within the organization.

Scope:

• MacOS and WinOS Support

  • OS Support

  • Laptop provisioning

  • Asset control

  • MicroIT

    • Hardware replacement

    • IT Inventory
      
      

• VC Knowledge

  • Cisco Technologies = AV

  • OBS

  • Microsoft Office > Teams knowledge primarily
    
    

• Google Workspace

  • User administration

  • Groups administration

  • Drive - Calendar - Gmail support
    
    

• Printer

  • End user support + administration
    
    

• SysAdmin knowledge

  • Azure as SaaS

  • AD as IdentityManagement

    • Attritbutes > does the candidate know where to find them?

      • ADSi Edit > does the candidate know what this is for?

    • Basic + more than basic knowledge in AD

      • Fields

      • Groups within AD

      • Contacts