Technical Support Engineer
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Teamwork makes the stream work.
Roku is changing how the world watches TV
Roku is the #1 TV streaming platform in the U.S. Canada and Mexico and weve set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love enable content publishers to build and monetize large audiences and provide advertisers unique capabilities to engage consumers.
From your first day at Roku youll make a valuable - and valued - contribution. Were a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About the Team:
Our IT team is a dynamic group of six skilled technicians strategically located across EMEA and APAC united by a shared commitment to excellence innovation and seamless collaboration. Despite the geographical distances we operate as a tightly knit unitleveraging time zones to our advantage and ensuring round-the-clock support and progress. Each team member brings a unique blend of regional insight technical expertise and cultural perspective enriching our collective problem-solving capabilities. From infrastructure management and cybersecurity to application support and cloud solutions we cover a broad spectrum of IT services with precision and agility.
About the Role:
We are looking for a Technical Support Engineer to provide enterprise-level assistance. You will diagnose and troubleshoot software and hardware problems and help our customers with any issue.
What Youll Be Doing
- Serve as the initial point of contact for resolution of desktop/laptop related problems
- Respond to Service Desk calls walk-up support incidents and tasks following in-house procedures and escalation processesreceived through Rokusticketing system
- Provide support services to Roku employees with technical problems and information technology issues including but not limited to Microsoft products Adobe productsMacOS
- Perform installations configurations upgrade tasks basic repairs and troubleshoot laptop/desktop and workstations resolve minor to major hardware software and networking issues
- Troubleshoot research diagnose document and resolve technical issues surrounding Microsoft Windows MS Office applications email other special applications VPN internet connections and hardware/peripheral equipment.
- Responsible for timely resolution of problems or escalation on behalf of internal customerto appropriate support teams.
- Assist with General IT office maintenance facilitating onsite meetings Zoom MS Teams Cisco WebEx Room Kits TV and Audio/Visual System Support.
Were Excited If You Have - Minimum 5 years of IT support experience
- Excellent written and verbal communication skills with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone in person and in writing.
- Hands on experience using and/or troubleshooting Microsoft Windows 10 Microsoft Office 365 and MacOS
- Knowledge or of experience with wireless troubleshooting all flavors of IEEE 802.11x (WiFi)
- Understanding of network fundamentals and devicesLANWANISPSwitchesFirewallWireless
- Ability to think around problems and come up with creative solutions
Nice to Have - Experience with Mobile Device Management platforms (i.e. Jamf Intune)
- Experience supporting Atlassian products; Confluence Jira Jira Service Desk Insight
- Experience with Microsoft SaaS products; SharePoint O365 Azure
- Experience working with cloud and/or SaaS applications is a plus
- Microsoft certifications Network or Cisco CCNA certified is a plus
- Basic knowledge/Hands on experience on building Linux machines and maintenance
#LI-MM2
Benefits
Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical dental and vision) life accident disability commuter and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. Its important to note that not every benefit is available in all locations or for every role. For details specific to your location please consult with your recruiter.
The Roku Culture
Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the companys success rather than their own. We try to surround ourselves with people who are great at their jobs who are easy to work with and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. Were independent thinkers with big ideas who act boldly move fast and accomplish extraordinary things through collaboration and short at Roku youll be part of a company thats changing how the world watches TV.
We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers which itself is a two-part idea. We come up with the solution but the solution isnt real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation one that has served us well since 2002.
To learn more about Roku our global footprint and how weve grown visit providing your information you acknowledge that you want Roku to contact you about job roles that you have read Rokus Applicant Privacy Notice and understand that Roku will use your information as described in that notice. If you do not wish to receive any communications from Roku regarding this role or similar roles in the future you may unsubscribe here at any time.
Key Skills
- Database
- Jira
- Linux
- Bank
- Java
