Marketo is truly at the forefront of the rapidly evolving and competitive landscape of Marketing Technology and experiencing hyper-growth. We have the most inspired, customer-obsessed people supercharging a nation of empowered marketers with inspiration, education and an unrivaled engagement platform. Our people are fueled with a passion for innovation, competition, and a relentless commitment to making the Marketer successful. That fire is what makes Marketo an amazing place to work. Headquartered in San Mateo, CA, Marketo serves customers all over the world and has offices in Denver, CO; Portland, OR; Atlanta, GA; Seattle, WA; Dublin, Ireland; London, UK; Tel Aviv; Sydney, Australia; and Tokyo, Japan.
Sr. IT Support Professional
The IT Support Professional is responsible for providing technical assistance and support related to computer systems, hardware, or software. They respond to queries, runs diagnostic programs, isolates problems, and determines and implement solutions.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware on various platforms.
- Respond to queries in a professional manner via different communication methods (phone, chat, IM, email…).
- Maintain daily performance of computer systems.
- Respond to email messages or tickets in a timely manner.
- Gain feedback from customers about computer usage.
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs to resolve problems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue has been resolved.
- Run reports to determine malfunctions that continue to occur.
- Share and document work via knowledge base articles.
- Understand the benefit of a Ticket tracking system.
- Provide on-call/off hours support.
- Provide strong team work with Support, Operations, Network Administrators and other functional departments.
- Strong written and verbal communications skills.
- Ability to travel nationally and internationally (approximately 5 – 10%).
- Physical demands are described as medium (exert up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and up to 10 lbs. force constantly to lift, carry, push, pull, or otherwise move objects, including the human body)
Required Skills / Experience:
- A minimum of 4 years’ experience in a desktop support role
- A minimum of 4 years’ experience with both Windows & Apple OSX systems
- A minimum of 2 years’ experience with system or server administration
- A minimum of 4 years’ experience with Active Directory
- Experience with System Management software (KACE, JAMF, SolarWinds, etc)
- Experience creating system scripts (Powershell, VBscript, Bash)
- Familiarity with Cloud-based IT solutions (Dropbox, Box, Google)
Marketo is an equal opportunity employer