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Service/Help Desk Engineer

Job Type

Contract Position (6-12 Months+)


5 to 10 years


Redwood City, CA – Onsite (5 days a week)

Job Description

Global Service Desk Associate is responsible for providing level 2 support by responding
to, evaluating, and prioritizing incoming IT support requests entered the IT service desk
by internal end-users in a flexible, fast-paced, and growing, but very customer-focused
environment. These requests are based on all metros where Equinix has internal
employees and on hardware and/or software issues affecting end-user technology
devices including desktops/laptops running Windows 11, Apple MacBooks, iPhones,
Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on
any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all
SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and
reactive as well as create and drive processes to increase IT efficiency, drive
proactiveness, and educate end-users on how best to utilize the technology provided.

Key Responsibilities

  • Troubleshoot to resolution Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned

  • Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Lenovo, Dell and Microsoft

  • Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms

  • Host or moderate Zoom virtual meetings and Webinars

  • Remote user support with focus on North American locations (Seattle, Silicon Valley, LA,Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa, Toronto Metro,Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.)

  • Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).

  • Help troubleshoot and work with telecom engineers to resolve end-user telecom issues

  • Provide outstanding customer service

  • Build and maintain IT knowledge base by creating knowledge management articles

  • Ability to lift 50 lbs


  • Extensive knowledge of Windows 11, mac OS, and Microsoft 365

  • Support knowledge and experience with hardware from Lenovo, Dell, Microsoft, and Apple

  • Administration experience with Zoom Admin portal

  • Host and moderator experience with Zoom virtual meeting
    Understanding of system administration, basic networking, and VoIP concepts

  • 4 - 6 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment

  • Bachelor’s degree in Computer Science or MIS or equivalent work experience

  • Desired technical experience and knowledge are Microsoft Intune or SCCM,JAMF MDM , Active Directory administration and Microsoft 365 Certified: Modern Desktop Administrator Associate

  • Detail-oriented, deadline, and results-driven

  • Excellent written and verbal communication skills

  • Strong customer


  • 5-10 years’ experience 

  • MAC OS, Windows

  • JAMF & MDM

  • Microsoft Intune or SCCM

  • ServiceNow is a must

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