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NOC Service Desk Analyst

| Bellevue

You: Apptio is currently looking for a NOC-Service Desk Analyst with a passion for customer service and experience in all aspects of end-user support including

  • IT Service Desk triage and troubleshooting
  • Asset management and optimization
  • Audio-Visual and Unified Communications technologies
  • Troubleshooting and conducting administration (moves/adds/changes) for infrastructure systems such as servers, storage, network, and application administration

The ideal candidate possesses a blend of tactical hands-on capability, responsive customer attitude, and experience with Windows, Mac and Linux environments, exceptional multi-tasking capabilities and a strong drive towards operational excellence.

Us: The IT Service Desk team is a small but growing team with a global footprint in a fast paced and dynamic Technology Business Management organization. The Service Desk focuses on all areas of Customer facing and Corporate IT Operations delivery, tightly integrated with all other parts of IT and the wider organization to deliver first class support services.

What we want you to do:

  • Provide world class satisfaction and resolution/completion of Tier 1/2 Service Desk incidents/service requests to all levels of the organization (Execs to ICs) and across all geo-locations (US, EMEA, APAC) for all Apptio core technologies including:
    • Workstation operating systems like Microsoft Windows, MacOS and Linux (Ubuntu)
    • Datacenter and server hardware (Red Hat Linux)
    • Microsoft Active Directory administration
    • Network LAN, WAN and VPN (e.g. FortiNet, OpenVPN) connectivity
    • Endpoint Security
    • Unified Communications (e.g. Skype for Business, WebEx)
    • SaaS based enterprise systems (e.g. NetSuite, Salesforce and Concur)
    • Collaboration tools such as SharePoint, Slack, Confluence and JIRA
    • Monitoring and managing system alerts for hardware and software issues
  • Escalate issues to appropriate Tier 3 teams or vendors as required
  • Work efficiently and effectively in a fast paced environment with deadlines
  • Identify, track and articulate trending issues and produce metrics (as required)
  • Create Knowledge Base articles (KBs) by investigating and documenting incident root cause and resolution
  • Assess customer workflows and propose innovative technology use to optimize them
  • Propose and implement internal support process improvements
  • Provide support and coaching for new and emerging technologies released to the organization

Basic Qualifications:

  • 4+ years supporting Corporate, Remote and Executive level personnel
  • 4+ years supporting PC hardware with Windows 7 -10 in a Windows Server Enterprise 2008/2012 domain
  • 4+ years managing Active Directory Users and Computers, SCCM for configuration
  • 1-3 years supporting Mac OS X in an Enterprise Environment
  • 1-3 years supporting Datacenter and server hardware
  • 1-3 years supporting Linux based servers (RedHat family)
  • Experience writing automation scripts

Preferred Qualifications:

  • ITIL v3 knowledge, foundation certification
  • Windows Server Enterprise knowledge (Windows Server 2008/2012 Enterprise)
  • SCCM administration (System Center Configuration Management) experience
  • Cisco or Juniper network administration
  • NetApp storage administration
  • F5 load balancers configuration
  • Configuration management tools such as Puppet, Chef, Ansible
  • Firewall rule administration
  • Monitoring tools such as Splunk, PRTG, Sensu and Nagios
  • Hands on experience with DevOps Practices and Tools
  • Linux desktop support (Ubuntu)

Location

This is a remote opportunity. The ideal candidate will be located in the Greater Seattle Area to allow for you to be in close proximity to our Bellevue HQ. However, we are open to other locations as long as you are able to work the core PST business hours. 

Apptio benefits include Company-Paid employee health, dental, vision, life, and disability insurance and generous contributions to a health savings account. We also offer participation in a flexible spending account, 401k, and other voluntary programs.

The Company

Apptio is the leading software to fuel digital transformation. We help technology and finance leaders make smart decisions as they plan, analyze, and optimize technology investments in pursuit of digital transformation. Apptio’s software uses machine learning to translate technology costs and utilization across on-premises systems, vendors, projects, agile and cloud systems into a holistic, business-centric view. With Apptio, IT leaders make smarter digital transformation investments. Companies of all sizes and geographies trust Apptio to fuel their digital transformation, including 50% of the Fortune 100. For more information, please visit www.Apptio.com. 

Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

In the heart of downtown Bellevue, Apptio is close to shopping, entertainment & restaurants; as well as public transit and major highways.

An Insider's view of Apptio

What are some social events your company does?

Apptio has an annual company holiday party and an annual company summer picnic. In Products & Engineering, we also have release parties, hackathons, white elephant gift exchanges, and teams occasionally host a 'Bite of Apptio', which is a food happy hour with different themes. The social events are a great way to meet coworkers from other teams!

Kalise Ball

Software Development Engineer II

What projects are you most excited about?

We’re improving our deployment methods and it’s really exciting. We’re using modern technologies to reduce deployment failures, increase developer velocity and empower engineers to own their own applications. We’re exploring cutting edge technologies and contributing to well-known and highly regarded open-source.

Lee Briggs

Principal Infrastructure Engineer

What does career growth look like on your team?

Each person is empowered to make choices every day that have direct impact on everyone's success. All ideas are given fair consideration. In my 5+ years here I have seen great career growth - everything from junior engineers right out of college up to highly experienced leaders encouraged to take that next big step.

Tanner Means

Senior Software Development Engineer

How do you empower your team to be more creative?

I constantly ask what is speeding them up or slowing them down. I ask for things to be thought of as "what if" and "why not". Oftentimes, especially in a team setting, a solution is simpler than expected. Collectively, we can solve most problems on our own, but for the things that need muscle or grease, I make those my priority.

Jarod Greene

VP, Product Marketing

What are Apptio Perks + Benefits

Apptio Benefits Overview

Apptio benefits include Company-Paid employee health, dental, vision, life, and disability insurance, Apptio stock and generous contributions to a health savings account. We also offer participation in a flexible spending account, 401k, employee stock purchase plan and other voluntary programs.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
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