Global IT Support Engineer

Description

Summary: Nutanix is seeking a Global IT Support Engineer to provide world-class, efficient customer support within a fast-paced Corporate IT team. Highlights: 1. Exciting and extremely fast-paced environment 2. Part of a large team with many senior professionals 3. Opportunity to support global IT processes **Hungry, Humble, Honest, with Heart.** **The Opportunity** Nutanix is looking for an Global IT Support Engineer to be part of the Corporate IT team. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer\-focused mentality. Our overall goal is to provide a world\-class customer support experience that is hyper\-focused on efficiency. **About the Team** The Corporate IT org was established in 2019, and it has been an integral part of enabling Nutanix systems to execute on an everyday level. You will be working in a large team with many senior professionals, balancing work\-from\-home and in\-office. The team is part of the Global IT org, supporting Nutanix IT processes across the whole globe, and cooperating with people based on any continent. **Your Role** * Front\-line support for Tier 1 and 2 requests. * Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level. * Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines. * Monitor systems/infrastructure/SaaS services. * Remotely resolving incidents within their capability and implementing known solutions to known issues. * Responsible for working with other support specialists to coordinate and quickly resolve customer issues, Providing regular updates to customers as efforts for resolution progress. * Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels. * Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools. * Monitors incident status and escalates cases that are not resolved in a specific time frame. * Other duties as assigned by management. **What You Will Bring** * Relevant work experience \- 3\+ years in technical support or a similar technical environment. * High level of understanding and experience with information technology. * Ability to communicate effectively with all levels of employees/management. * Must have a high technical aptitude, be highly motivated, and be ready for a challenge. * Strong communication, documentation, and analytical skills. * The ability to handle stressful situations and tight deadlines in a fast\-paced environment. * Excellent English language verbal and written communication skills. * High level of Windows and MacOS knowledge – laptop imaging and configuration, hardware and software issues troubleshooting skills. * Active directory and PowerShell knowledge. * Okta, ServiceNow, Slack, Office365 administration. * Intune, JAMF, Druva administration. * Basic networking knowledge (networking certification is a plus). * Knowledge of virtualization technologies, service management tools for tracking tickets, documentation tools is also a plus. **Work Arrangement** Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in\-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in\-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team\-specific guidance and norms will be provided by your manager.