Job Description

Company Overview

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

  • Build and enhance our proven security platform
  • Blend innovation and speed in a constantly evolving cloud architecture
  • Analyze new threats and offer deep insight through data-driven intel
  • Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

Proofpoint is seeks a motivated professional level two Helpdesk Specialist with 5+ years of experience independently supporting large-size corporate locations in a fast paced, production environment. This candidate must have excellent customer service attitude, a degree of creativeness in troubleshooting and problem solving, and who is ready to grow their career by being part of the Proofpoint Helpdesk team. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC/Mac, hardware and equipment to ensure optimal workstation performance. The successful candidate will learn how to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required, working as part of a team. The successful candidate must demonstrate a full understanding of industry practices and Proofpoint policies to ensure flawless support to our business partners. The successful candidate will have

Your day-to-day

  • Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
  • Setup/Terminate AD accounts
  • Build new systems (PC/Mac), and new hires deployment
  • Supporting PDAs: configuration support, synchronization support
  • Serve as Helpdesk Tier 2 support to the helpdesk Tier 1 peer(s) to resolve PC/Mac system issues as reported by the end-users
  • Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.
  • Identify solutions for network security; provide Spyware, Adware and, virus protection.
  • Ensure adequate customer follow up communications and timely issue status updates to customer and IT management.
  • Create a formal mentorship with IT Helpdesk peer(s) to share lessons learned and IT knowledge
  • Network with cross-functional teams to leverage best practices
  • Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.
  • Familiar with server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).
  • Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).
  • Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.
  • Identify current operational process inefficiencies and provide recommendations for improvement.
  • Assist Tier 3 with installing network equipment and basic troubleshooting during business/after hours
  • Coordinate with vendors on basic facility issues; including new wiring installs, UPS battery tests, network cable runs, and cubicle moves
  • Work closely with facilities department
  • Light travel

What you bring to the team

  • Minimum 5+ years IT experience
  • Must have demonstrated the ability to successfully work as part of a team.
  • Must have 5 + year in supporting Mac
  • Must have experience in working in similar Apple Genius environment
  • Familiarity of operating systems (i.e., Microsoft, Linux, etc.)
  • Familiarity of PC hardware architecture
  • Familiarity of desktop applications, (i.e., MS Office, Virus Scan, VPN, imaging software, etc.)
  • Familiarity of desktop architecture build methodologies 
  • Familiarity of other IT disciplines, (i.e., Telecom, Datacom, Messaging, Server operations, Video conference, etc.)
  • Proven Customer Service skills
  • Excellent written and oral communication
  • The ability to lift 50lbs
  • ITIL foundation certification is a plus
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