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Job Description
Secureworks® (NASDAQ: SCWX) is a global cybersecurity leader that protects customer progress with Secureworks® Taegis™, a cloud-native security analytics platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.
We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.Role Responsibilities:
Asset Management and CMDB
·Managing laptop / peripheral shipments and returns for new hires, terms, repairs, and refreshes.
·Working with a vendor to confirm new hire laptops are delivered on time
·Ensuring all laptops are returned within time frame and initiating follow ups
·Updating CMDB entries ensuring it stays up to date and accurate
·Reimaging returned laptops to get them ready for redistribution through Autopilot
·Keeping track of current inventory levels in the office
·Ensuring the inventory in the office is neat, organized and labeled
·Scheduling and Managing Recycle Pickups including wiping, removing bios passwords, and ensuring all vendor documents are received and uploaded.
Level 2 IT Support and Troubleshooting
·Troubleshooting remote management / WS1 issues
·Windows 10/11, MACOS, iOS support
·Using Bomgar to remote in and assist with escalations
·Troubleshooting performance, hardware, and Office issues
·Troubleshooting Outlook issues eg- email/calendar/permissions/sync
·Teams Office Phone support
·Network and Printer troubleshooting
·Video Conference setup and troubleshooting
·Managing Windows and MACs through Apple Business Manager, Endpoint and Azure AD
·Triaging with Dell and Apple for all ATL laptop hardware repairs
·Triaging and owning new hire urgent tickets
·Assisting Global Service Desk with questions, troubleshooting, escalations and taking over urgent incidents and requests to resolution.
·Create, edit, and improve technical articles and procedures
·Managing and closing tickets within SLA
·Supporting the networking team with a lot of administrative tasks for networking devices.
Mobility Support
·Mobile access provisioning
·Porting numbers
·Billing, ordering and long-distance inquiries
·Ordering mobile replacements and upgrades
·MIFI Support
·Troubleshooting MS Authenticator issues
Vulnerability Management
·Review daily MYIT vulnerability reports for remediation
·Research and work with other IT Teams to resolve vulnerabilities
Executive Support
·Testing Video Conference equipment for executive meetings
Technical Requirements:
·5+ years of experience in an IT end user support environment
·Strong working knowledge of Active Directory
·Strong knowledge of Linux operating systems
·Experience with VMware Horizon
·Windows 10 and Windows 11 OS support experience
·Experience with MacOS
·Microsoft 365 support experience
·Mobile device support (Android and iPhone)
·Expertise with Microsoft Authenticator, AppGate and Zscaler
·Expertise with workstation network connectivity and network printer troubleshooting experience
Knowledge, Skills and Abilities:
·Excellent Customer Service
·Strong attention to detail, professional demeanor, good work ethic, eagerness to learn
·Demonstrated ability to communicate well with others and to thrive in a team environment
·Adapt to a fast paced environment
·Ability to multitask
·Goal oriented and self-motivated
·Strong written and oral communication skills, possess the ability to interact with Executive leadership and technical staff
·Ability to work in a fast paced environment and comfortable adjusting to changing priorities
·Ability to lift and move up to 50 pounds
Schedule: May require working late and some weekends.
Why work with us?
Secureworks, a Dell Technologies company, is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics.