IT Operations Engineer

Shenzhen, CN

Job Description / Skills Required

About GoPro
 
GoPro, Inc. is transforming the way people capture and share their lives. What began as an idea to help athletes self-document themselves engaged in sport, GoPro has become a mobile storytelling solution that helps the world share itself through immersive content.
 
GoPro offers a fun and fast-paced work environment with passionate and motivated people who have a drive to learn, innovate and succeed.
 
Position
 
This position is responsible for providing concierge IT service to GoPro staff working in their assigned location.  This includes ensuring ALL end user IT issues are addressed in a timely manner to the end user’s satisfaction.  To accomplish this, the IT Operations Engineer will be responsible for resolving all end users’ concerns brought to the IT Operations Engineer’s attention.    The IT Ops Engineer must work closely with the Manila and San Mateo IT teams to ensure IT services are being delivered and supported in accordance with all GoPro’s expectations.    
 
The ideal candidate will have exceptional communication skills, expertise in OSX, Windows, and handheld operating systems hardware and software.  The candidate must be a team player and enjoy working in a globally distributed, demanding, and often chaotic environment.
 

What You Will Do
 
Responsibilities Management   
Provide exceptional IT support to all GoPro users assigned to your location. 
Own all IT issues, through resolution, from the end users assigned to your location.
Conduct weekly staff meetings with IT representatives from the San Mateo and Manila IT teams responsible for supporting your location.  This staff meeting will be held to ensure issues are being resolved quickly and to the satisfaction of the end users working in your location. 
The IT Ops Tech will provide quarterly feedback to the Head of IT Infrastructure on the quality of, and responsiveness of the support provided from his team to that location. 
Assist with special projects as assigned
 
Responsibilities Technical
Install, configure, and maintain Mac and PC hardware, software and peripherals
Install and configure telephony devices
Maintain video conferencing equipment and provide VC support to any conference call/rooms
Support all end user accounts whether applications or network based.
Provide support to Active Directory end user accounts
Provide support to Exchange and O365 as appropriate
Provide support to the Onboarding and Offboarding process
Support all OS used by the end user community
Provide support to all Tier 1 and Tier 2 needs for end users in your location.
Provide support to ensure GoPro’s Corporate Network both Wireless and Wired is working properly
Assist with documenting processes and procedures
Provide support to Mobile Device Management processes
Provide support to the removal, detection, remediation Adware/Malware
Provide VPN Support
Provide support to Printer functions
Review of Phishing inbox
Maintenance and support of all conference rooms in the assigned location
Ensure all IT equipment is accounted for, and that the building is free of any unassigned IT equipment
Conducts orientation/training to the end users on how to use GoPro tools (e.g. ServiceNow, JIRA, etc.)
 
Additional Support Items
Per employee
 
Skills We’re Stoked About
5+ years of relative work experience
Excellent oral and written communication skills
Expert in supporting Windows, OSX, iOS and Android in an enterprise environment.       
Experience supporting Microsoft Office suite / MS Exchange accounts
Hands on experience with an enterprise-level ticketing system
Understanding of networking topologies and protocols
Ability to manage and prioritize tasks 
Self-directed, able to work with minimal supervision      
Able to lift 30+ lbs.
Available for on-call support
Proficient in both English and Mandarin
Preferences
MCSE or similar education
Apple certification
Experience with video conferencing and/or AV systems
Deep knowledge of one or more operating systems
Experience with HDD encryption
Experience with SSO (Okta preferred) 
 
GoPro is an Equal Opportunity Employer.

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