Senior IT Support Engineer

<p><a href="https://www.cohesity.com/">Cohesity</a> is on a mission to radically simplify how organizations secure and manage their data, while unlocking limitless value. As a leader in data security and management, we make it easy to secure, protect, manage and derive value from data—across the data center, edge, and cloud. At Cohesity, we're a group of builders and go-getters who are committed to doing the right thing. We encourage you to come as you are, as our differences make us stronger.<br/></p> <p>We’ve been named a Leader by <a href="https://www.cohesity.com/company/awards/">multiple analyst firms</a> and are prominently featured in the <a href="https://www.cohesity.com/press/cohesity-is-named-to-the-2021-forbes-cloud-100-for-the-third-year-in-a-row/">Forbes Cloud 100</a> and <a href="https://www.cohesity.com/press/cohesity-featured-among-crns-100-coolest-cloud-companies-for-the-third-time-in-a-row/">CRN’s Coolest Cloud companies</a>. </p> <p>Join us and we'll lead the way together.</p> <p><strong>Let's disrupt the modern world of data management together.</strong></p> <p>This role is focused on ensuring our customers’ success, driving growth/adoption of our technology, boosting renewals, and gleaning strategic insights that improve our product value. This is an exciting opportunity to influence Cohesity’s customers unequivocally.  CSMs lead strategic and enterprise customers/accounts.  This challenging role requires exceptional customer relationships, team building, deep management and demonstrated coaching skills, a motivational style, and analytical skills.</p> <p>We are looking for someone truly passionate about customer advocacy and team development and with a proven track record to talk about! Additionally, you will focus on quality management, cultivate an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you a person, by nature, who is a conservative risk-taker with a high level of ambition and thrives in an environment of change?</p> <p>As an IT Support Engineer, you’ll be responsible for many operational and project-based tasks, such as supporting SasS-based applications, remote troubleshooting, new hire onboarding, and office conferencing systems. You will also help maintain the company's IT network, servers and security systems. This role is essential within any organization to ensure business continuity. If an IT system fails, the impact on the day-to-day running of the business can be significant, sometimes catastrophic. </p> <p>To ensure this doesn’t happen, you'll be responsible for investigating and diagnosing network problems, collecting IT usage stats, making recommendations for improving the company's IT systems and carrying out routine configuration and installation of IT solutions. You will report and work closely with the Cohesity IT Team in the USA Headquarters to help the company succeed globally. </p> <p>Opportunity: This is a rare chance to join a successful company at an early stage. The ideal candidate will thrive on the challenges of working in a dynamic and evolving team. We seek a team player with a passion for their work and a drive to succeed. This person will own what they do but will also be required to help cross-train the team. </p> <p><strong>Responsibilities:</strong></p> <ul> <li>Acting as the main point of contact for IT Desktop related issues globally </li> <li>Provide IT support services for all aspects of user account setup and maintenance, system patching, antivirus, system imaging, break/fix on PC and Mac platforms, video conference equipment, printers/copiers, phone systems, and general IT hardware/software.</li> <li>New Hire setups, including creating/managing necessary local/online accounts for various applications deploying work computers internationally via shipping partners.</li> <li>Help mitigate incidents and patch IT systems to the latest software.</li> <li>Responsible for timely resolution of assigned incidents and change tickets within established Service Level Agreements (SLA).</li> <li>Manage individual workflow and maintain the current ticket queue via the IT ticketing system</li> <li>Create and maintain SOP\KB\Policy\Procedure documentation and escalate issues appropriately to higher-level staff</li> <li>Research and recommend innovative and, where possible, automated approaches for system administration tasks; identify strategies that leverage our resources and provide economies of scale automation.</li> <li>Perform, monitor, and maintain comprehensive routine operations for IT infrastructure, such as system health monitoring, performance tuning up, backup and restore, etc.</li> <li>Assist networking team with troubleshooting at local sites</li> <li>Working knowledge of Google GSuite and ability to effectively administer the environment.</li> <li>Inventory tracking, asset management and IT lifecycle management</li> <li>Working k