Job description
WatchGuard embraces a Flexible Work Philosophy. Most of our employees can choose to work from the office, at home, or any combination of the two. We’ve built a global workforce of outstanding team members and a flexible culture built on trust, collaboration, and belonging.
About the role
The role of the Service Desk Technician can be both challenging and rewarding. This role requires a strong attention to detail, along with business acumen, interpersonal skills, and a passion for outstanding customer support. We are an important cog in the onboarding process as well as the exit process. We also support our staff on technical issues ensuring they can perform their jobs. As a Service Desk Technician our job is to also ensure that employees stay current on patches as well as endpoints.
The Team
As a small team one of the most important aspects of the role is to be able to communicate with our teammates. We really value teamwork and must be able to rely on each other. We support the WatchGuard organization through a variety of channels. We have Zendesk as our ticketing system. Employees can either submit tickets via email or a web portal.. The tools we use for remote support are WG Systems Management, GoTo Assist and Microsoft Teams. We also ensure employees have access to the tools needed to do their job so some of the technologies we support are:
· Office 365 suite
· Adobe Suite
· Kandji to manage our fleet of Macs
· Atlassian stack
· Fuze and Vonage for telephony and many more
· Smart Deploy, automox, WG system manager
· WG Endpoints
We are looking for candidates that:
- Are native Spanish speakers or at least with C1 level.
- Have fluency in English, both spoken and written, with a desired level of C1 or at least B2.
- A minimum of Vocational Training, Intermediate Level (VET) in Computer Science is required. A Certificate of Higher Education (CHE) or equivalent is preferred.
- Are a people person and are driven to solve problems with a strong attention to detail.
- Directly contribute to raising customer productivity by providing solutions to internal customer requests.
- Enjoy working in a collaborative environment, value mentorship, and can balance priorities.
- Have proven experience in configuring and troubleshooting desktop, laptop, mac, windows and other IT systems.
- Make an impact on all new employee onboarding.
- Have a desire to constantly learn new technologies and processes.
- Think on your feet in supporting and collaborating with customers and team members.
- Be curious and ask questions. We love questions.
- Bring your ideas, thoughts, and desire to get better.
Your first month
- Get direct exposure to all the tools we use and start the training and learning process.
- Learn how to install, configure, and troubleshoot our authentication and endpoint products.
- After week one, you will start to delve into tickets and continue on your learning journey.
- Start building internal relationships with customers and team members as well as key stakeholders.
- Continue to work with your manager and mentor to become familiar with our process and support.
- We won’t be surprised that you start pointing out areas of improvement as you start knowing our processes.
Why Work for WatchGuard?
WatchGuard is a global leader in network security and intelligence, advanced endpoint protection, multi-factor authentication, and secure Wi-Fi. Our award-winning products and services are trusted worldwide by more than 18,000 security resellers and service providers to protect over 250,000 customers. Our technology keeps our customers ahead of increasingly sophisticated hackers and has fueled record revenues at WatchGuard.
We are committed to fostering an inclusive workplace that values each team member’s unique background, experiences, and contributions. As part of our dedication to Diversity, Equity, and Inclusion (DEI), we prioritize creating an environment where all voices are heard and respected. We understand the importance of work-life balance and offer a range of caregiver support benefits, including parental leave, family care resources, and flexible work arrangements tailored to individual needs. Our flexible work options allow you to balance personal and professional priorities, empowering you to thrive in all areas of life while contributing meaningfully to our team’s success. Learn more about our company culture at www.watchguard.com/wgrd-careers
WatchGuard provides equal employment opportunities for all qualified employees, regardless of their race, color, national origin, religion, ancestry, creed, pregnancy, age, sex, sexual orientation (including gender expression or identity), marital status, mental or physical disability, honorably discharged veteran or military status or any other category protected by federal, state or local laws.
WatchGuard participates in E-verify.
WatchGuard is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.
