This job is located in Guadalajara, Mexico
The Challenge You Get to Accomplish
Do you take pride in excellent and quality customer success? Then this could be an exciting opportunity for you. For many of our customers, our Support Centers are the first port of call when facing an IT crisis.
In 2017, F5 Networks support centers fielded over 2,600 cases per week and over 130,000 cases annually. This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.
0 (and higher!) out of 10.
As an IT Site Manager, you will be providing comprehensive IT support involving production datacenters / systems, voice and data networks and equipment, PCs and workstations, and test / development lab infrastructure.
Collaborate extensively with Seattle IT team to ensure consistency of operations and end-user support procedures.
Operations : Deploy, maintain, and execute procedures for highly effective and reliable site IT operations. You will provide direct support to product development, test, and manufacturing sites.
Utilize appropriate tools and utilities to facilitate operations monitoring. Administer operations applications, e.g., back-
ups, system monitoring, logging. Initiate action to ensure problems and potential error conditions are promptly and appropriately addressed.
Network : Deploy and maintain site network infrastructure to ensure performance and reliability for local LANs, Internet, and corporate WAN connectivity.
PCs / Desktops : Work closely and effectively with a Desktop Support team member to provide end user PC support.
Communication : Ensure ongoing communications with regional employees and managers as well as Seattle IT management and staff regarding issues and activities relating to systems operations.
Telecom : Provide first-level support for telephone operations in multiple offices, including local vendor coordination as needed for adds / moves / changes and system maintenance.
Documentation : Establish & maintain procedures to ensure up-to-date configuration documentation is maintained for production hardware, software, and networks.
Document and maintain installation standards & practices. Maintain daily activity, task, and system status information for standard reporting systems & processes.
Equipment : Maintain computer hardware; ensure cleanliness and organization in equipment rooms; verify all equipment and cabling is properly installed for safety, reliability and neatness.
Physical Plant : Ensure reliable operation of electrical, HVAC, fire protection, etc. systems supporting site IT operations
Vendors : Evaluate and select products & vendors to provide goods & services related to site systems operations. Manage ongoing vendor relationships to ensure adequate support at all locations.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-
inclusive, and responsibilities and requirements are subject to change.
What You Bring to the Team
We seek someone with excellent interpersonal, planning, documentation, organization, and problem-solving skills. Able to act independently and engage internal & external personnel / services to ensure reliable system operations.
Someone who has demonstrated good customer service ethic; ability to work directly with end users to help them use computers and ability to resolve problems.
Solid written & verbal communications as well as fluent in the English language.
We would like the individual to have intermediate to advanced Windows 7 / 8 skills as well as intermediate to advanced Linux / UNIX and Windows server 2003 / 2008 / 2012 skills
Someone with intermediate-level to advanced network engineering skills (switches, routers, BIG-IPs) whom can capably setup, configure and troubleshoot PCs, network devices, server equipment, and operating systems.
High degree of accuracy and attention to detail in working with production systems is critical.
Hands-on experience with telecommunications equipment (phones, PBXes)
Knowledge of physical plant requirements related to IT / data center operations
Bachelor's degree in a computer discipline, or equivalent applicable experience. Technical certifications highly desirable.
5+ Years of experience working with IT infrastructure, operations, and PCs
Physical Demands and Work Environment
Duties are performed in a normal office environment while sitting at a desk or computer table.
Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
Duties may require being on call periodically or working outside normal working hours (evenings and weekends). Duties may require the ability to travel via automobile or airplane, approximately 10% of the time spent traveling.
The Job may be performed on-site at a customer facility or data center, or in an office environment sitting at a desk or computer table.
The Job requires the ability to lift up to 50 lbs.