Eng II - Computer Operations Support

Verisign’s Global Service Desk (GSD) is seeking a Technical Support Representative Level II to address all internal employee and contractor technical concerns across a wide array of internal services and products. The employee will be responsible for systems engineering and administration across Verisign’s multi-platform environment.

Duties and Responsibilities

Customer Support:

• Provide complex technical support for customers via oracle ticketing system, email, phone, hands-on, and remote administration of systems
• Ability to work in a positive, fast paced, and challenging environment
• Always maintain a professional and positive relationship with end users
• Effectively utilize and contribute to existing knowledge bases (internal and external)
• Excellent communication skills with end users, peers, and management
• Anticipates end user impact and provide preventative support whenever possible
• Self-motivated with strong interpersonal skills and high attention to detail
• Flexible with assignments and ability to manage multiple situations simultaneously
• Can apply substantial knowledge and skills to complete a wide range of tasks
• Comfortable with receiving limited instruction on daily work and new assignments
• Can work on moderately difficult assignments that require judgement in resolving them or in making recommendations
• Comfortable providing White Glove support to executive members of the company
• Serve as an Incident Commander in times of outages
• Help with the analysis and mitigation of phishing, vishing, and smishing attacks
• Ability to monitor, outreach, and mitigate vulnerabilities
• Effectively utilize data analyzing tools to identify user issues and help with resolution
• Maintain a Disaster Recovery posture with assets ready to deploy
• Conduct Asset Management audits and consistently update inventory

Data Center Support:

• Responsible for data center support and monitoring several alert systems 24/7
• Provide troubleshooting and analysis on alerts, while executing Standard Operating Procedures throughout the process

Qualifications

• Bachelors/Equivalent Experience and 5+ years direct service desk experience
• Certifications or Equivalent Experience in hardware and software troubleshooting
  • CompTIA A+
  • CompTIA Network+
  • Cisco CCENT (Preferred)
  • Cisco CCNA (Preferred)
• Proficient troubleshooting and knowledge of
  • Microsoft Windows 10
  • Apple macOS 11 through 13
  • Apple iOS and iPadsOS 16
  • Microsoft Office Suite on Windows and Apple
• Experience in entry level systems administration within Active Directory, Exchange, JAMF(Casper), and VMWare
• Preferred experience with
  • Linux (CentOS)
  • Workspace One (AirWatch) MDM
  • Oracle, Service Now, and JIRA ticketing systems

Working Conditions

Requires flexibility of work location between Reston and Dulles, VA.  The Global Service Desk is a 24x7 operation, candidates must remain flexible with shift-hour adjustments.

Physical Requirements

This position requires the physical ability to lift up to 50lbs.

If you live in CO, CA, NY, Washington State the annualized pay range for this role is $64,200 - $86,800.

The anticipated annualized base salary range for this position is noted above, however, base pay offered may vary depending on job-related knowledge, skills, experience and location. Verisign offers a discretionary bonus which is based on individual and company performance, and certain roles may be eligible for discretionary stock awards.