Desktop Support Technician

**Full-time in Office Required**

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.

**What you’ll do**:

- Assist staff with installation, configuration, and ongoing usability of laptop computers, as well as peripheral equipment and software
- Coordinate and manage the entire IT for new hires process, including imaging, building, and setting up new user accounts and deploying and supporting new employees’ computers
- Collect equipment from departing employees and add it to the tracking database
- Maintain user accounts in programs such as AD, OKTA SSO, etc.
- Manage end-to-end IT assets for the Santa Clara office
- Collaborate and participate in all important meetings across the globe as needed
- Assist in all IT-related projects on the site and manage end-to-end VIP support
- Manage all unified communication devices and their products in the region in coordination with IT infra and IT infosec teams
- Manage Teams rooms across the NAM region

**What you’ll bring**:

- 2+ years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem-solving, and customer support
- Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems
- Ability to manage IT end-user asset management for the region
- High level of expertise in both Mac and Windows hardware and software support
- Strong knowledge of MS Office, Office 365/Outlook, and Google Apps for work
- Strong knowledge and experience with help ticketing systems such as ServiceNow
- Demonstrated proficiency with Active Directory and remote-control support tools
- Strong troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting
- Extreme customer focus in all aspects of your work—you must delight your customers
- Demonstrated ability with Endpoint Management platforms like MS Intune and Jamf preferred
- 100% commitment to IT security and compliance-related tasks and responsibilities

**What success looks like**:
After six months you will
- Work independently on all L1 and L2 ticket resolutions
- Achieve all Global Service Desk SLAs on response time and resolution time
- Work on asset management requirements individually
- Work on endpoint remediation with 100% remediation success in a given time

After about a year you will
- Contribute to Global Service Desk initiatives and projects like knowledge base creation and automation enhancement
- Contribute to overall service delivery enhancements like incident trends
- Collaborate with various stakeholders like HRIS, Procurement, and Finance on various IT support enhancements
- Participate in rotational on-call responsibilities as applicable

**We’ve got you covered**:
In the spirit of pay transparency, we are excited to share our compensation philosophy. At Infoblox, we believe in paying for performance. You can expect our employment offers to take many factors into consideration, including but not limited to the location of the role, internal equity, applicable past experience, individual skill set, education, and professional certifications. Please keep in mind that the range mentioned is the base salary range for the role. The typical base salary range for this position in British Columbia is $65,700 - $95,700 plus corporate bonus.

Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

Speaking of a great work environment, here are just a few of the perks you may enjoy
- Boutique office space with state of the art amenities, located in the heart of Metro Vancouver area; bike-friendly and steps from SkyTrain and Metrotown Mall
- Onsite parking paid for by the company
- Generous company contribution towards RRSP (Independent of employee contribution)
- Onsite massages, gym membership, fitness classes, ping-pong table, dartboard, and a nap room/wellness room for moms
- Stay fueled with healthy snacks, fre