Service Desk Support Technician

Five9 is a leading provider of cloud software for the enterprise contact centre market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centres, helping organisations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact centre software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

To complement our rapid growth, we are actively looking for a talented and experienced Junior Desktop Support Administrator to join our team. The position interfaces with end-users across all business units at multiple levels and assists IT support personnel in troubleshooting server and network failures. The position allows for participation in global projects, providing an opportunity for the individual to collaborate with colleagues from other Five9 sites. The Desktop Support Administrator is integral to smooth operations of the IT Service Desk and must wear many hats to be successful. The position will require off-hours support, with occasional weekends and evenings as necessary.

**Responsibilities**:

- Serve as the point of contact for resolution of desktop/laptop related problems in a 2500+ customer enterprise.
- Respond to Service Desk calls, walk-ups, incidents, and tasks, following in-house procedures and escalation processes utilising our ticketing system.
- Administer and support enterprise level solutions for managing computing devices within the Five9 global enterprise.
- Troubleshoot research, diagnose, document, and resolve technical issues in a timely manner involving the client compute environment and infrastructure.
- Provide support services to Five9 employees with technical problems and information technology issues including, but not limited to Apple, Microsoft, VPN or mobile devices, involving desktop, laptop, communication devices or network services from local personnel or remote employees.
- Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues.
- Assist in identifying resolution gaps at the Service Desk, with any standard operating procedures and customer service guidelines relating to IT support.
- Participate in developing documents, implement standard operating procedures and customer service guidelines relating to remote IT support.
- Assist with General IT office maintenance, facilitating onsite meetings, Smart Board/TV and Audio/Visual System Support.
- Maintain password, data and file system security for the corporate environment.
- Support and troubleshooting of printers, copiers and fax machines.
- Performs other related duties as assigned**.**

**Requirements**:

- Minimum 1 year of enterprise level desktop support experience including provisioning services and desktop management technologies.
- Ability to provide outstanding customer service through in-person and remote technical support.
- Ability to learn quickly and adapt to a changing environment and eager to accept new responsibilities.
- Excellent Functional/Technical Skills and great at Problem Solving.
- Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
- Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS.
- Experience with Active Directory user, group and policy administration.
- Experience leveraging various device management tools including configuration and security management.
- Understanding of general wired and wireless network concepts and protocols.
- Ability to work independently or in a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations.
- Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.
- Attention to detail.
- Ability to think around problems and come up with creative solutions is helpful.
- Experience working with mobile devices such as iPhones, iPads and Droids a plus.
- CompTIA A+ and Network+ certified a plus.
- Microsoft certifications a plus.
- JAMF experience a big plus.

**Benefits**:

- Five9 Shares
- Bonus Scheme
- 10% Flex Benefits
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays

LI-RS1 #LI-Onsite

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
- Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdo