Helpdesk Lead Engineer

US-CA-Sunnyvale
Job ID
2018-6155
Category
IT

Overview

At Rambus, we are turning incredible possibilities into everyday reality by helping to deliver the innovations that greatly impact the world we live in. We create leading-edge semiconductor and IP products, spanning memory and interfaces to security to smart sensors and lighting. Our products are integrated into billions of devices and systems around the globe, running critical applications for Big Data, Internet of Things (IoT), mobile, and consumer platforms.

And our history runs deep – we have been a staple in Silicon Valley since 1990 and are continually anticipating key technology trends to develop innovations that drive market changes. From a pure IP provider to becoming a fabless chipmaker and developer of innovative software solutions, Rambus is evolving to address critical challenges throughout the industry.

As a dynamic organization, we are always seeking to hire exceptional talent to join some of the brightest inventors and engineers in the world to explore their passions to develop products that have real-life impact. As well, Rambus benefits are among the most comprehensive and competitive in the market today.

Responsibilities

 

  • Supervise the day to day duties of the HQ site personnel
  • Mentor junior level technicians to continually improve customer service
  • Work with desktop engineering and other groups to advance technologies to improve business performance and IT reliability
  • Provide hardware and software support services for client technologies
    • PC  - including backup and desktop encryption software (McAfee, Bitlocker, etc.)
    • Mac Support using Jamf
    • Mobile Device
    • Printer
    • Collaboration Tools
    • A/V Equipment
    • Active Directory administration and tool support
  • Perform troubleshooting, issue resolution, and root cause analysis for any IT issues at the local site
  • Maintain other computer peripheral devices such as printers and A/V equipment and solve problems as they arise.
  • Assist and train local site employees in the utilization of provided technologies and systems
  • Monitor and test computer and network systems to ensure they are functioning properly
  • Physical set up and adds/moves/change of computers and related peripherals
  • Perform required upgrades and maintenance and coordinate scheduled outages with other Rambus IT staff
  • Represent BU in IT/Engineering Council
    • Be able to identify business needs and opportunities and execute on plans
  • Manage Network
    • Troubleshoot  wireless, LAN, and WAN
    • Manage local telecom needs and call support during outages
  • Keep inventory (cables, network ports, desktops, laptops
  • Other work
    • Resolve issues escalated from Level 1 support requiring elevated privileges or local site knowledge
    •  Monitor infrastructure and configure monitoring tools
    • Document “as built” and “run books” for implemented systems
  • Carry out other duties as requested by Rambus IT  or BU management

 

Qualifications

 

 

  • Supervise and mentor site support personnel
  • Ability to work without supervision
  • Good communication skills
  • Initiative and self-starter
  • Ability to multi-task
  • Problem solving skills
  • Customer service focus

 

Key Job Skills

 

  • Supervisory experience
  • Five years’ experience supporting Windows desktop hardware and software 
  • Three years’ experience supporting Macs using Jamf
  • Familiar with corporate IT support processes and security policies
  • Well versed in various client technologies, hardware platforms, and operating systems
  • Telecom and A/V experience
  • PC and network security (including Anti-virus) experience
  • Experience with host machine cloning using  imaging tools (LANDesk)
  • Proven ability to identify IT process and infrastructure needs and specify/implement improvements
  • Ability to support multi-site audio/video conferencing and collaboration
  • Willingness to take on supporting and maintaining new IT technologies dictated by business requirements
  • Deep knowledge of Windows internals (i.e. registry) administration, configuration and scripting
  • Windows system hardware expertise including knowledge of PCI express troubleshooting and configuration

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