Senior Service Desk Analyst

March 26

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WatchGuard Technologies

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WatchGuard Technologies is a cybersecurity company specializing in providing comprehensive security solutions for businesses and managed service providers (MSPs). Their offerings include network security products like firewalls and secure Wi-Fi, endpoint security with detection and response capabilities, and identity security featuring multi-factor authentication. WatchGuard's Unified Security Platform integrates these services to deliver efficient, scalable, and automated security management. The company focuses on simplifying cybersecurity with AI-driven technologies and threat intelligence, making it accessible and effective for a range of industries.

unified threat management appliances • next-generation firewall • web security • cybersecurity • network security

1001 - 5000 employees

Founded 1996

🔒 Cybersecurity

🔐 Security

🏢 Enterprise

📋 Description

•The role of the Senior Service Desk Analyst can be both challenging and rewarding. •This role requires strong curiosity and attention to detail, along with business acumen, interpersonal skills, and a passion for outstanding customer support. •We are an important cog in the onboarding and exit processes. •We support internal WatchGuard employees on their hardware and software needs, ensuring they can perform their jobs to the best of their ability. •As a member of Service Desk team, your job is to ensure that employees stay current on security patches and endpoint security kept up to date. •Our mission is to make sure every WatchGuard employee can be as productive as they can be!! •Please note: This role does require an on-call rotation. •This is a FULL Remote position so good home internet is required and hours will be, Monday - Friday between 8:00AM and 5:00 PM in the employee’s time zone. •As a member of a global team, one of the most important aspects of the role is to be able to communicate with our customers and more importantly with other team members. •We value teamwork and must be able to rely on each other. •We support the WatchGuard organization through a variety of channels. •We have Zendesk as our ticketing system. •Employees can either submit tickets via email or a web portal. •The tools we use for remote support are GoToAssist and Microsoft Teams. •We also ensure employees can access the tools needed to do their jobs. •Some of the technologies we support are: •Office 365 suite •Adobe Suite •Kandji to manage our fleet of Macs •SharePoint •Atlassian Stack Jira/Confluence/Opsgenie •Microsoft Intune •SmartDeploy •Zendesk •Salesforce •Tableau •Fuze (soon to be 8x8) and Vonage for telephony •Many more including our own products such as AuthPoint

🎯 Requirements

•At least 5 years’ experience in an IT support role •In-depth knowledge and experience with multiple hardware and software systems •Experience managing a Single Sing On system such as Okta •You are passionate about automation and have used scripts to optimize IT operations •Strong technical troubleshooting skills •Solid understanding of Networking and Infrastructure is a big plus •Communicate clearly and concisely both verbally and written in English •You are a people person with an innate curiosity to solve problems and strong attention to details •You have the ability and drive to learn modern technologies and increase skills •You are self-motivated, take initiative and ownership of your duties •Enjoy working in a collaborative environment, value mentorship, and can balance priorities •You are a team player but can also operate independently •Ability to manage multiple tasks and time effectively •Apply critical and analytical thinking to identify root cause of problems so we fix the underlaying issue rather than just band aid the issue