Desktop Systems Administrator I

The Desktop Support Administrator is responsible for managing desktop-related support issues for the Porto office and remote users across Europe. The role 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.

• →Serve as the escalation point of contact for resolving desktop and laptop-related issues in a 1,000+ user enterprise.
• →Respond to Service Desk calls, walk-ups, incidents, and tasks, following internal procedures and escalation processes through our ticketing system.
• →Administer and support enterprise-level solutions for managing computing devices within the Five9 global organization.
• →Troubleshoot, research, diagnose, document, and resolve technical issues related to the client compute environment and infrastructure in a timely manner.
• →Provide technical support to Five9 employees for issues related to information technology, including but not limited to Apple, Microsoft, VPNs, and mobile devices, covering desktops, laptops, communication devices, and network services for both local and remote employees.
• →Serve as the on-site 'smart hands' for Five9 Corporate IT Infrastructure teams, assisting with instruction-led tasks such as TelCo closet troubleshooting, equipment racking, and network routing.
• →Perform installations, configurations, upgrades, basic repairs, and troubleshooting of laptops, desktops, and workstations, resolving hardware, software, and network issues ranging from minor to major.
• →Assist in identifying resolution gaps at the Service Desk, including those related to standard operating procedures and customer service guidelines for IT support.
• →Document and maintain hardware management lifecycle.
• →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 security, data integrity and file system security for the corporate desktop environment.
• →Support and troubleshooting of printers, copiers and fax machines.
• →Assist in coordinating and performing office moves, add and changes.
• →Performs other related duties as assigned.

• Minimum of 2 years of enterprise-level desktop support experience, including the use, provisioning, and management of services such as Jamf and Intune.
• Experience supporting enterprise applications such as Microsoft Office, Zoom, Slack, and Okta. 
• Hands-on experience with using and supporting macOS and Windows devices.
• Experience with Active Directory user, group, and policy administration.
• Experience with scripting (PowerShell or another) is valued.
• Experience working with cloud environments or SaaS applications is a plus.
• Experience with mobile devices, such as iPhones, iPads, and Androids, is a plus.
• Excellent written and verbal communication skills in English, with a focus on technical and instruction-oriented writing, and the ability to clearly explain complex concepts over the phone, in person, and in writing.
• Ability to deliver exceptional customer service through both in-person and remote technical support.
• Experience using various device management tools, including configuration and security management.
• Understanding of general wired and wireless network concepts and protocols.
• Experience creating technical knowledge and process documentation.
• Ability to learn quickly and adapt to a changing environment and eager to accept new responsibilities.
• Strong problem-solving skills and the ability to develop creative solutions are valuable.