Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Five9 is a leader in Cloud based Call Center solutions and one of the Bay Area’s fastest growing companies. To complement our rapid growth, we are actively looking for a talented and experienced Junior Desktop Support Administrator to join our team in Porto.

The Desktop Support Administrator position is responsible for desktop-related support issues for the Porto office and remote users throughout Europe. The position interfaces with end-users across all business units at multiple levels and assists IT support personnel in troubleshooting server and network failures. The position allows for participation in global projects, providing an opportunity for the individual to collaborate with colleagues from other Five9 sites. The Desktop Support Administrator is integral to smooth operations of the IT Service Desk and must wear many hats to be successful. The position will require off-hours support, with occasional weekends and evenings as necessary.

Major Responsibilities:

Serve as the escalation point of contact for resolution of desktop/laptop related problems in a 1000+ customer enterprise.
Respond to Service Desk calls, walk-ups, incidents, and tasks, following in-house procedures and escalation processes utilising our ticketing system.
Administer and support enterprise level solutions for managing computing devices within the Five9 global enterprise.
Troubleshoot research, diagnose, document, and resolve technical issues in a timely manner involving the client compute environment and infrastructure.
Provide support services to Five9 employees with technical problems and information technology issues including, but not limited to Apple, Microsoft, VPN or mobile devices, involving desktop, laptop, communication devices or network services from local personnel or remote employees.
Serve as the on-site “smart hands” for Five9 Corporate IT Infrastructure teams for instruction led tasks such as TelCo closet troubleshooting, equipment racking and network routing.
Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues.
Assist in identifying resolution gaps at the Service Desk, with any standard operating procedures and customer service guidelines relating to IT support.
Document and maintain hardware management lifecycle.
Participate in developing documents, implement standard operating procedures and customer service guidelines relating to remote IT support.
Assist with General IT office maintenance, facilitating onsite meetings, Smart Board/TV and Audio/Visual System Support.
Maintain password security, data integrity and file system security for the corporate desktop environment.
Support and troubleshooting of printers, copiers and fax machines.
Assist in coordinating and performing office moves, add and changes.
Performs other related duties as assigned.

Requirements:

Minimum 1 year of enterprise level desktop support experience including provisioning services and desktop management technologies.
Ability to provide outstanding customer service through in-person and remote technical support.
Ability to learn quickly and adapt to a changing environment and eager to accept new responsibilities.
Excellent Functional/Technical Skills and great at Problem Solving.
Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS.
Experience with Active Directory user, group and policy administration.
Experience leveraging various device management tools including configuration and security management.
Understanding of general wired and wireless network concepts and protocols.
Ability to work independently or in a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations.
Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities
Attention to detail.
Ability to think around problems and come up with creative solutions is helpful.
Experience working with cloud environments or SaaS applications is a plus.
Experience working with mobile devices such as iPhones, iPads and Droids a plus.
CompTIA A+ and Network+ certified a plus.
Microsoft certifications a plus.
JAMF experience a big plus.

Benefits:

Five9 Shares
Bonus Scheme
10% Flexi Benefit
Meal Allowance
Medical Insurance
Life Insurance
25 day Annual Leave + Public Holidays

#LI-RS1 #LI-Onsite

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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The recruiting function, including systems and processes, for Five9 are driven out of the US office with team members in various satellite offices. It is imperative that individuals responsible for the recruiting out of their respective offices, as well as team members in the United States, have the ability to share information and data. Often, this necessity extends beyond the recruiting team, and includes hiring managers as well. The recruiting function, including systems and processes, for Five9 are driven out of the headquarters in the United States with team members in satellite offices across various countries. • The HR Operations team, based in the US, must have access to hiring data from other countries in order to complete Compliance audits. • Our compensation and Benefits team , based in the US, must share and receive data from all offices with respect to job grading and compensation. • The FP&A team, based in the US, provides headcount and must receive offer details to hired employees for reporting purposes. • Our Payroll team, based in the US, must receive and provide data in order to complete payroll activities. • For many of the roles in other countries, the hiring manager is based in the US. They must have access to the resumes for candidates for assessment and access to offer documents for hired candidates for budget purposes. • The CFO must approve all offers and offer information must be shared across offices in order for that action to be satisfied. • The recruiting team needs access to data related to recruiting functions for reporting, process enhancements, data assessments. *

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Desktop Systems Administrator I

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