At a Glance
- Tasks: Solve tech problems and support Roku employees with IT issues.
- Company: Join a globally connected IT team at Roku.
- Benefits: Enjoy mental health support, healthcare, and paid time off.
- Other info: Opportunity for growth and innovation in a dynamic workplace.
- Why this job: Make a real impact in a fast-paced, supportive environment.
- Qualifications: 4+ years of IT support experience and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
About the Role
We’re looking for someone who enjoys solving problems, values teamwork, and wants to be part of a supportive, globally connected IT organization.
You’ll partner closely with colleagues across regions and have the opportunity to make a meaningful impact on the day-to‑day experience of Roku employees.
Responsibilities
- Serve as the initial point of contact for resolution of desktop/laptop related problems.
- Respond to Service Desk calls, walk‑up support, incidents and tasks, following in‑house procedures and escalation processes received through Roku’s ticketing system.
- Provide support services to Roku employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, and Mac OS.
- Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolving minor to major hardware, software and networking issues.
- Troubleshoot, research, diagnose, document and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, other special applications, VPN, internet connections and hardware/peripheral equipment.
- Be responsible for timely resolution of problems or escalation on behalf of internal customers to appropriate support teams.
- Work effectively in a challenging, fast‑paced environment, manage sustained pressure, and maintain a strong sense of ownership, a can‑do attitude, urgency and drive.
Qualifications
- Minimum 4+ years of IT support experience.
- Excellent written and verbal communication skills, especially in technical or instruction‑oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
- Hands‑on experience using and/or troubleshooting Microsoft Windows 10, Microsoft Office 365, and Mac OS.
- Knowledge of wireless troubleshooting, all flavors of IEEE 802.11x (Wi Fi).
- Understanding of network fundamentals and devices: LAN, WAN, ISP, switches, firewalls, wireless.
- Ability to think creatively and devise innovative solutions to problems.
- Proficiency working on tasks and projects with minimum supervision.
- Experience with Mobile Device Management platforms (e. g., Jamf, Intune).
- Experience supporting Atlassian products: Confluence, Jira, Jira Service Desk, Insight.
- Experience with Microsoft Saa S products: Share Point, O365, Azure.
- Experience working with cloud and/or Saa S applications is a plus.
- Microsoft certifications; Network+ or Cisco CCNA certified is a plus.
- Diagnostic and test tools such as network sniffers (Wireshark), data generators (i Perf & ix Chariot, etc.).
- In‑depth knowledge of network concepts and protocols such as RPC, DNS, DHCP, WINS, TCP/IP, OSI, Kerberos, NTLM.
- Experience with Linux OSes, preferably Ubuntu.
Benefits
- Global access to mental health and financial wellness support and resources.
- Statutory and voluntary benefits that may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension).
- Paid time off in accordance with local leave policies and other personal needs.
- Local benefits may vary by location and role.
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Senior Technical Services Engineer in Newtown employer: Roku, Inc.
At Roku, we pride ourselves on being an excellent employer that fosters a collaborative and supportive work environment. As a Senior Technical Services Engineer, you'll have the chance to work with a globally connected IT team, tackling diverse technical challenges while enjoying comprehensive benefits including mental health support and flexible leave policies. Our commitment to employee growth and a culture of innovation ensures that you can make a meaningful impact while advancing your career in a fast-paced, dynamic setting.
