Technical Support Specialist Ii Job in F5

Primary Responsibilities

• Support Management: Experience in managing voice and non-voice support (calls, chat, and email).

• IT Operational Support: Resolve incidents, requests, and problems associated with various IT systems.

• Customer Service: Exhibit excellent customer handling skills, including call etiquette and end-to-end ticket management.

• ITIL Concepts: Apply basic ITIL principles related to incident, problem, and change management.

• Service Request Processing: Manage incoming service requests, incidents, and change requests, formulating appropriate responses.

• Troubleshooting: Diagnose and resolve technology-related issues involving Outlook, MS Office, networks, applications, etc.

• Package Administration: Create and administer JAMF/SCCM packages.

• Collaboration: Interface with other Core Services teams to address complex issues.

• Documentation: Create and maintain support solutions and documentation for the service desk.

• Communication: Ensure ongoing communication regarding system issues and activities with all stakeholders, including department executives, end users, IT staff, vendors, and customers.

• Project Support: Assist technical leads on large, complex projects.

• Ethical Standards: Uphold F5's Business Code of Ethics and promptly report any violations.

• Flexibility: Be prepared to work in various shifts, including weekends and holidays.

  Knowledge, Skills, and Abilities

  • Client Management Systems: Administrator-level knowledge of Configuration Manager, Jamf, and Microsoft Intune.

  • End-User Technology Standards: Advanced understanding of hardware, OS, core applications, and peripherals.

  • Troubleshooting Skills: Proficient in diagnosing issues with Windows 10 and macOS clients.

  • Directory Services Knowledge: Familiarity with directory services (LDAP, AAD, AD) and the M365 stack.

  • Networking and Server Experience: Hands-on knowledge of networking (TCP/IP) and server equipment, operating systems (Windows 2008/2012/Linux), and infrastructure applications (DNS/SMTP/DHCP, etc.).

  • Process Improvement: Ability to proactively automate, streamline, and simplify engineering processes and routine tasks.

  • Problem Analysis: Strong analytical and problem-solving skills, with the ability to identify root causes and capture supporting evidence.

  Qualifications

  • Education: Bachelor s degree in computer science or a related field, or equivalent work experience demonstrating technical competency in Information Technology.

  • Experience: Minimum of two years as a Desktop Support Analyst or equivalent.

  • Customer Service: At least three years of strong customer service experience.

  Preferred Certifications

  • CompTIA Certifications: A+, Security+, Network+, or similar.

  • JAMF Certifications: Jamf 100 or higher.

  • Microsoft Certifications: M365 Certified: Modern Desktop Administrator Associate or higher.

  • KCS Practices Certification: Preferred.