Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure and innovate. We provide the industry’s first elastic visibility and analytics fabric, which closes the cloud visibility gap by enabling cloud tools to see the network and network tools to see the cloud. With visibility across their entire hybrid cloud network, organizations can improve customer experience, eliminate security blind spots, and reduce cost and complexity. Gigamon has been awarded over 90 technology patents and enjoys world-class customer satisfaction with more than 4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of government and educational organizations worldwide.Gigamon® provides intelligent Traffic Visibility solutions for enterprises, data centers and service providers around the globe. In the role of Sr. IT Support Engineer, under the direct supervision of the Director of IT Operations – Servicedesk, you will be responsible for conducting all aspects of user/system/application administration including problem-solving, configuration, architecture, and implementation. You will also be an active participation for on-call support rotation for multi-OS environments which require 24 x 7 x 365 support in your region.Responsibilities: Provide customer support through installing, diagnosing, repairing, maintaining, configuring, granting, and upgrading systems and hardware. Provide customer support for account administration and access to cloud-based applications such as Office 365, WebEx, and OKTA. Slack, Zoom and others Help with new-hire orientations and onboarding Provide support through deployment of laptops / desktops, access provisioning, hardware, software, general guidance, and compliance. Participate in evaluations of new hardware and software products within Gigamon. Engage with current vendors and service providers for the IT Operations needs including order planning. Assist in strategic initiatives through implementation transitioning supportability into the IT team. Make recommendations for the selection of software and hardware standards across the company. Participate in decisions regarding downtime impact on users through accurate communication, planning of scheduled downtime and quick problem resolution for unscheduled downtime. Participate in 24/7 on-call program. Desired Skills, Qualifications, and Experience: College Degree in a technology focused major. Strong customer service skills. Ability to communicate complex technical issues to non-technical users. Knowledge of the ITIL disciplines. 5+ years of experience working with Windows OS and Mac OSX in a corporate environment. Experience with Jamf and Intune. Experience with Windows Server 2016 to current and Linux based systems. Experience with Office 365 user provisioning and troubleshooting for email, SharePoint, and Onedrive. Experience with SAML Single Sign On technologies such as OKTA in an Enterprise environment. Experience with Active Directory user/group management. Experience with Dell, Lenovo, and Apple product lines as well as support their appropriate support environments. Comfortable administering an environment utilizing BYOD mobile devices. Any Microsoft certification is highly desirable
We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.
Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.
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