Desktop Systems Administrator I

Desktop Systems Administrator I - Five9 (Porto, Portugal)

Five9 is a leading provider of cloud contact center software, dedicated to bringing joy to customer experiences through cloud innovation. We foster a team-first culture that encourages innovation, growth, and collaboration. We celebrate diversity and are committed to building an inclusive environment where everyone can thrive.

We are seeking a motivated and adaptable Desktop Systems Administrator I to join our IT team in Porto. This hybrid role is crucial for managing desktop support for our Porto office and remote users across Europe, ensuring smooth IT operations.

About the Role

As a Desktop Systems Administrator I, you will be an integral part of our IT Service Desk, providing essential support to end-users across all business units. You will troubleshoot and resolve a wide range of technical issues, manage enterprise-level device solutions, and collaborate with global IT teams on various projects. This role requires a proactive approach and the ability to manage multiple responsibilities effectively. Occasional off-hours support, including evenings and weekends, may be necessary.

Key Responsibilities

• Serve as an escalation point for resolving desktop and laptop issues for over 1,000 users.
• Respond to Service Desk tickets, incidents, and tasks, adhering to internal procedures and escalation processes.
• Administer and support enterprise solutions for managing computing devices globally.
• Troubleshoot, diagnose, document, and resolve technical issues related to the client compute environment and infrastructure.
• Provide technical support for hardware, software, and network services to local and remote employees, including Apple, Microsoft, VPNs, and mobile devices.
• Act as on-site "smart hands" for IT Infrastructure teams, assisting with tasks like TelCo closet troubleshooting and equipment racking.
• Perform installations, configurations, upgrades, and basic repairs for laptops, desktops, and workstations.
• Assist in identifying and addressing resolution gaps within the Service Desk.
• Maintain documentation for the hardware management lifecycle.
• Contribute to the development of standard operating procedures and customer service guidelines for IT support.
• Provide general IT office maintenance, including support for Audio/Visual systems and facilitating onsite meetings.
• Maintain password security, data integrity, and file system security for the corporate desktop environment.
• Support and troubleshoot printers, copiers, and fax machines.
• Assist with coordinating office moves, adds, and changes.

Requirements

• Minimum of 2 years of enterprise-level desktop support experience.
• Experience with device management services such as Jamf and Intune.
• Proficiency in supporting enterprise applications like Microsoft Office, Zoom, Slack, and Okta.
• Hands-on experience supporting both macOS and Windows devices.
• Experience with Active Directory user, group, and policy administration.
• Familiarity with scripting (e.g., PowerShell) is a plus.
• Experience with cloud environments or SaaS applications is advantageous.
• Experience supporting mobile devices (iPhones, iPads, Androids) is a plus.
• Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts clearly.
• Proven ability to deliver exceptional customer service through both in-person and remote technical support.
• Experience using various device management tools for configuration and security.
• Understanding of general wired and wireless network concepts and protocols.
• Experience creating technical knowledge and process documentation.
• A quick learner, adaptable to a changing environment, and eager to take on new responsibilities.
• Strong problem-solving skills.

What We Offer

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