Senior Associate End User Technology Engineer, Equinix

• This role requires strong technical depth, excellent communication skills, and the ability to balance reactivity with proactive process improvement
• Deep technical knowledge of Windows 11, macOS, and Microsoft 365
• Experience supporting end‑user hardware from Lenovo, Dell, Microsoft, and Apple
• Hands‑on experience with the Zoom Admin Portal, including hosting and moderating virtual meetings
• Strong understanding of system administration, basic networking, and VoIP technologies
• 4–6 years working in a fast‑paced IT helpdesk or end‑user support environment
• Bachelor’s degree in computer science, MIS, or equivalent practical experience

Desirable

• As a Senior Associate End User Technology Engineer, you will provide Level 2 technical support in a fast‑paced, highly customer‑focused global environment. You will be responsible for diagnosing and resolving issues across end‑user hardware, software, and collaboration technologies
• You will partner closely with senior IT engineers, support executives, manage incident queues, and ensure SLAs are consistently met across all regions where Equinix employees operate
• Troubleshoot and resolve issues related to Windows 11, macOS, Microsoft 365, and internal applications
• Image, configure, upgrade, and repair desktops and laptops from major vendors including Dell, Lenovo, Apple, and Microsoft
• Deliver exceptional support to Equinix Executives, both onsite and remotely
• Provide remote technical support with emphasis on North American locations, including Seattle, Silicon Valley, Los Angeles, Denver, Dallas, Miami, Atlanta, Washington DC, Chicago, New York, Boston, Tampa, and key Canadian metros
• Complete DIO projects such as software/hardware deployments and asset audits
• Perform daily walkthroughs and rapid issue resolution for Zoom‑Enabled Rooms
• Host or moderate Zoom virtual meetings and webinars, as needed
• Collaborate with telecom engineers to resolve end‑user VoIP and telecom issues
• Deliver outstanding customer service with professionalism and empathy
• Create and maintain IT knowledge base articles to support long‑term operational excellence
• Lift, move, and handle equipment up to 50 lbs