Proofpoint Helpdesk Specialist in Sunnyvale, California

Helpdesk Specialist

Location:Sunnyvale, CA

Description

Company Overview

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

  • Build and enhance our proven security platform

  • Blend innovation and speed in a constantly evolving cloud architecture

  • Analyze new threats and offer deep insight through data-driven intel

  • Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

Proofpoint is seeks a motivated professional who possesses an excellent customer service attitude, a degree of creativeness in troubleshooting and problem solving, and who is ready to grow their career by being part of the Proofpoint Helpdesk team. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC/Mac, hardware and equipment to ensure optimal workstation performance. The successful candidate will learn how to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required, working as part of a team. The successful candidate must demonstrate a full understanding of industry practices and Proofpoint policies to ensure flawless support to our business partners. The successful candidate will have 2+ years of experience independently supporting large-size corporate locations in a fast paced, production environment.

Your day-to-day

  • Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities

  • Build new systems (PC/Mac), and new hires deployment

  • New hires deployment and Terminated employees system collection

  • Supporting Mobile Devices: configuration support, synchronization support

  • Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

  • Identify solutions for network security; provide Spyware, Adware and, virus protection.

  • Ensure adequate customer follow up communications and timely issue status updates to customer and IT management.

  • Network with cross-functional teams to leverage best practices

  • Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.

  • Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).

  • Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.

  • Keep track of IT inventory, asset tagging equipment and organize the IT storage

What you bring to the team

  • Minimum 2+ years IT experience

  • Must have demonstrated the ability to successfully work as part of a team.

  • Must have 2+ year in supporting Mac

  • Must have experience in working in similar Apple Genius environment

  • Familiarity of operating systems (i.e., Microsoft, Linux, etc.)

  • Familiarity of PC hardware architecture

  • Familiarity of desktop applications, (i.e., MS Office, Virus Scan, VPN, imaging software, etc.)

  • Familiarity of desktop architecture build methodologies

  • Familiarity of other IT disciplines, (i.e., Telecom, Datacom, Messaging, Server operations, Video conference, etc.)

  • Proven Customer Service skills

  • Excellent written and oral communication in English

  • The ability to lift 50lbs

  • ITIL foundation certification is a plus

Education

  • Minimum 2-year degree in Computer Science or related field OR degree from Technical Trade School

  • Preferred candidates will have basic industry certifications, COMP TIA or A+

  • Preferred candidates will have Microsoft certifications (MCSA, MCSE)

Why Proofpoint

As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!

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Proofpoint is an equal opportunity employer and welcomes applications from all qualified individuals regardless of race, sex, disability, religion/belief, sexual orientation or age.

Proofpoint does not accept unsolicited resumes from external recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any recruiter or agency fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Proofpoint explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.