Apptio, Inc. NOC Service Desk Analyst in Bellevue, Washington
You: Apptio is currently looking for a NOC-Service Desk Analyst with a passion for customer service and experience in all aspects of end-user support including IT Service Desk triage and troubleshooting Asset management and optimization Audio-Visual and Unified Communications technologies Troubleshooting and conducting administration (moves/adds/changes) for infrastructure systems such as servers, storage, network, and application administration The ideal candidate possesses a blend of tactical hands-on capability, responsive customer attitude, and experience with Windows, Mac and Linux environments, exceptional multi-tasking capabilities and a strong drive towards operational excellence. Us: The IT Service Desk team is a small but growing team with a global footprint in a fast paced and dynamic Technology Business Management organization. The Service Desk focuses on all areas of Customer facing and Corporate IT Operations delivery, tightly integrated with all other parts of IT and the wider organization to deliver first class support services. What we want you to do: Provide world class satisfaction and resolution/completion of Tier 1/2 Service Desk incidents/service requests to all levels of the organization (Execs to ICs) and across all geo-locations (US, EMEA, APAC) for all Apptio core technologies including: Workstation operating systems like Microsoft Windows, MacOS and Linux (Ubuntu) Datacenter and server hardware (Red Hat Linux) Microsoft Active Directory administration Network LAN, WAN and VPN (e.g. FortiNet, OpenVPN) connectivity Endpoint Security Unified Communications (e.g. Skype for Business, WebEx) SaaS based enterprise systems (e.g. NetSuite, Salesforce and Concur) Collaboration tools such as SharePoint, Slack, Confluence and JIRA Monitoring and managing system alerts for hardware and software issues Escalate issues to appropriate Tier 3 teams or vendors as required Work efficiently and effectively in a fast paced environment with deadlines Identify, track and articulate trending issues and produce metrics (as required) Create Knowledge Base articles (KBs) by investigating and documenting incident root cause and resolution Assess customer workflows and propose innovative technology use to optimize them Propose and implement internal support process improvements Provide support and coaching for new and emerging technologies released to the organization Basic Qualifications: 4+ years supporting Corporate, Remote and Executive level personnel 4+ years supporting PC hardware with Windows 7 -10 in a Windows Server Enterprise 2008/2012 domain 4+ years managing Active Directory Users and Computers, SCCM for configuration 1-3 years supporting Mac OS X in an Enterprise Environment 1-3 years supporting Datacenter and server hardware 1-3 years supporting Linux based servers (RedHat family) Experience writing automation scripts Preferred Qualifications: ITIL v3 knowledge, foundation certification Windows Server Enterprise knowledge (Windows Server 2008/2012 Enterprise) SCCM administration (System Center Configuration Management) experience Cisco or Juniper network administration NetApp storage administration F5 load balancers configuration Configuration management tools such as Puppet, Chef, Ansible Firewall rule administration Monitoring tools such as Splunk, PRTG, Sensu and Nagios Hands on experience with DevOps Practices and Tools Linux desktop support (Ubuntu) Location This is a remote opportunity. The ideal candidate will be located in the Greater Seattle Area to allow for you to be in close proximity to our Bellevue HQ. However, we are open to other locations as long as you are able to work the core PST business hours.