About Proofpoint
Proofpoint is a global leader in human- and agent‑centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
The Role
Proofpoint is seeking a motivated professional level Two with proven experience supporting large‑size corporate locations in a fast‑paced, corporate environment. This candidate must have excellent customer service attitude, buy into a positive customer experience throughout, a degree of creativeness in troubleshooting and problem solving, and be ready to grow their career by being part of the Proofpoint Helpdesk team. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading all PC/Mac, hardware and equipment to ensure optimal workstation performance. Security awareness at all times is a key aspect of your role.
Your Day‑To‑Day
* Provide on‑going operational support including operating system releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities.
* Build new systems (PC/Mac) and new hires deployment, onboarding/shipping.
* Hardware Asset Controls, familiar with managing hardware.
* Serve as Helpdesk support to resolve PC/Mac system issues as reported by the end‑users.
* Troubleshoot problem areas (in person, by telephone, or via e‑mail) in a timely and accurate fashion and provide end‑user assistance where required.
* Identify solutions for network security; provide Spyware, Adware and virus protection.
* Ensure adequate customer follow‑up communications and timely issue status updates to customer and IT management.
* Create a formal mentorship with IT Helpdesk peer(s) to share lessons learned and IT knowledge.
* Network with cross‑functional teams to leverage best practices including Facilities.
* Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.
* Familiar with server hardware, software installation and maintenance, in coordination with Corporate IT (e.g., SAN/NAS storage, Network).
* Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g., routers, switches, wireless).
* Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.
* Identify current operational process inefficiencies and provide recommendations for improvement.
* Assist server teams with installing network equipment and basic troubleshooting.
* Coordinate with vendors on basic facility issues; including new wiring installs, UPS battery tests, network cable runs, and cubicle moves.
* Exceptional organizational and time management skills with the ability to prioritize workload and manage multiple projects and tasks.
Qualifications
* Substantial experience working within an IT Support role in a team environment, at least 3 years.
* Experience in supporting Apple Mac OS.
* Familiarity with:
o Windows, Linux and Mac Operating Systems – Intune/JAMF.
o PC hardware architecture.
o Desktop applications (e.g., MS Office, Virus Scan, VPN, imaging software, etc.).
o Desktop architecture build methodologies.
o Other IT disciplines (e.g., Telecom, Datacom, Messaging, Server operations, Video conference, etc.).
o Jira Ticketing system is a plus or other experience of such platforms.
* Proven Customer Service skills both locally and remotely.
* Excellent communication skills, to your team and across other teams and management.
* Available to travel occasionally to other office locations.
Education
* Third Level Degree in Computer Science or related field or degree from Technical Trade School.
* Preferred candidates will have Microsoft certifications (MCSA, MCSE).
Benefits
* Competitive compensation.
* Comprehensive benefits.
* Career success on your terms.
* Flexible work environment.
* Annual wellness and community outreach days.
* Always on recognition for your contributions.
* Global collaboration and networking opportunities.
We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com.
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