Senior Service Desk Analyst

About the role

The role of the Senior Service Desk Analyst can be both challenging and rewarding. This role requires strong curiosity and attention to detail, along with business acumen, interpersonal skills, and a passion for outstanding customer support. We are an important cog in the onboarding and exit processes. We support internal WatchGuard employees on their hardware and software needs, ensuring they can perform their jobs to the best of their ability. As a member of Service Desk team, your job is to ensure that employees stay current on security patches and endpoint security kept up to date. Our mission is to make sure every WatchGuard employee can be as productive as they can be!!

Please note: This role does require an on-call rotation. This is a FULL Remote position so good home internet is required and hours will be, Monday - Friday between 8:00AM and 5:00 PM in the employee’s time zone.

The Team

As a member of a global team, one of the most important aspects of the role is to be able to communicate with our customers and more importantly with other team members. We value teamwork and must be able to rely on each other. We support the WatchGuard organization through a variety of channels. We have Zendesk as our ticketing system. Employees can either submit tickets via email or a web portal.  The tools we use for remote support are GoToAssist and Microsoft Teams. We also ensure employees can access the tools needed to do their jobs. Some of the technologies we support are:

•Office 365 suite

•Adobe Suite

•Kandji to manage our fleet of Macs

•SharePoint

•Atlassian Stack Jira/Confluence/Opsgenie

•Microsoft Intune

•SmartDeploy

•Zendesk

•Salesforce

•Tableau

•Fuze (soon to be 8x8) and Vonage for telephony 

•Many more including our own products such as AuthPoint

About You

We are looking for candidates with following qualifications: 

•At least 5 years’ experience in an IT support role

•In-depth knowledge and experience with multiple hardware and software systems

•Experience managing a Single Sing On system such as Okta

•You are passionate about automation and have used scripts to optimize IT operations

•Strong technical troubleshooting skills

•Solid understanding of Networking and Infrastructure is a big plus

•Communicate clearly and concisely both verbally and written in English

•You are a people person with an innate curiosity to solve problems and strong attention to details

•You have the ability and drive to learn modern technologies and increase skills

•You are self-motivated, take initiative and ownership of your duties

•Enjoy working in a collaborative environment, value mentorship, and can balance priorities

•You are a team player but can also operate independently 

•Ability to manage multiple tasks and time effectively

•Apply critical and analytical thinking to identify root cause of problems so we fix the underlaying issue rather than just band aid the issue

Your first week

•Get introduced to your fantastic team as well as set up your workspace.

•Get familiarized with the tools we both use and support

•Be assigned to a mentor to help with the daily details of the role

•Work with HR/Recruiting on any needed documentation

Your first month

•Continuing your first week, you will start to delve into tickets and do any required training

•Be introduced to different teams as well as key players

•Continue to work with your manager and mentor to become familiar with our process and support

•Be curious and ask questions. We love questions.