IT Operations Engineer

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Vaxcyte Logo

Vaxcyte

πŸ’΅ $108k-$144k
πŸ“Remote - United States

Summary

Join our Mission to Protect Humankind! We are seeking a customer-focused IT Operations Engineer to provide high-quality technical support for both onsite and remote employees.

Requirements

  • Minimum of 5+ years of experience in IT Support
  • Demonstrated experience in IT operations or technical support roles, ideally in a mid-sized or large organization, with a strong focus on customer service
  • Proven ability to provide friendly and effective remote and onsite support, resolving issues in a way that prioritizes user satisfaction
  • Proficiency in Windows-based environments, troubleshooting hardware and software for end users
  • Experience supporting Microsoft 365 suite, including Outlook, Office 365, Teams, etc., with a customer-first approach
  • Experience with Okta for user management and identity authentication
  • Experience with Intune or similar MDM solutions
  • Basic knowledge of networking fundamentals (e.g., VPNs, Wi-Fi) to support end-user connectivity
  • Familiarity with ticketing systems like Freshservice or similar, with a focus on user satisfaction
  • Ability to maintain and troubleshoot conference room A/V equipment
  • Ability to write clear and user-friendly documentation, including knowledge base articles and how-to guides
  • Experience in customer-facing IT support roles, providing excellent service to both remote and onsite users
  • Hands-on experience in biotech or similarly regulated industries is a plus
  • Certifications such as CompTIA A+, Network+, or Microsoft certifications are valued but not required

Responsibilities

  • Deliver exceptional customer service while providing technical support, ensuring users feel supported and satisfied with the resolution process
  • Respond to and resolve IT tickets for both onsite and remote users, addressing hardware, software, and network-related issues
  • Handle IT tickets via Freshservice, ensuring quick and efficient resolutions to a range of technical issues
  • Manage and troubleshoot user accounts through Okta, supporting identity and access needs
  • Provide customer-focused support for Microsoft 365 applications, including Outlook, Office 365, Teams, and more
  • Manage, troubleshoot, and support Windows desktops and laptops, ensuring users’ devices function optimally
  • Use Intune to manage mobile devices, focusing on customer satisfaction while ensuring device security
  • Perform basic network diagnostics and troubleshooting for onsite and remote employees
  • Maintain and troubleshoot conference room A/V equipment
  • Assist with setup, configuration, and troubleshooting of IT hardware such as desktops, laptops, and peripherals
  • Install and maintain software, providing guidance and support to users throughout the process
  • Collaborate with the IT Systems Engineering group to support cross-functional projects and initiatives, contributing technical expertise
  • Create and maintain user-friendly documentation, including knowledge base articles and how-to guides, ensuring users and IT staff can easily follow instructions

Benefits

  • Comprehensive benefits
  • Equity component
This job is filled or no longer available

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