Support Technician
About the role
Support Technician
About Five9
Five9 is a leader in cloud-based contact center solutions and one of the Bay Area’s fastest-growing companies. Headquartered in San Ramon, CA, we continue to expand globally and offer a high-energy environment with significant opportunities for personal and professional growth. Our competitive compensation package includes a base salary, monthly commissions/bonus, RSUs, and a full benefits package.
Position Overview
The Support Technician plays a critical role in ensuring smooth IT operations across Five9’s offices and remote workforce. This position provides End-user IT support for the India office and remote users across North America, APAC, and EMEA, while also participating in global IT projects. You will interface with end-users across all business units and assist IT teams in troubleshooting issues related to systems, applications, and connectivity.
Key Responsibilities
- Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures.
- Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users.
- Manage ticketing systems, ensuring timely resolution and proper escalation of issues.
- Perform password resets, account provisioning, and remote assistance for end-users.
- Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment.
- Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity.
- Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees.
- Assist with IT purchasing hardware and software as needed.
- Participate in developing and implementing standard operating procedures and customer service guidelines for IT support.
- Collaborate on global IT projects and initiatives with colleagues across Five9 sites.
- Provide occasional off-hours support, including evenings and weekends.
- Perform other related duties as assigned.
Qualifications
- Experience: 2+ years in IT support, helpdesk, or customer service roles; enterprise-level experience preferred.
- Hands-on experience with Windows/Mac OS, Microsoft Office, remote support tools, and ticketing systems.
- Familiarity with Active Directory for user, group, and policy administration.
- Understanding of network concepts (wired/wireless) and protocols.
- Strong problem-solving skills with the ability to follow documented processes and adapt solutions.
- Excellent written and verbal communication skills for interacting with technical and non-technical users.
- Ability to work independently or in a team on moderately complex assignments.
- Formal training or certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.
- Experience with device management tools, JAMF, SaaS applications, and mobile device support is a plus.
- Microsoft certifications are a plus.