Senior Technical Services Engineer in Cambourne

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, MacOS.
• Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve 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.
• Responsible for timely resolution of problems or escalation on behalf of internal customers to appropriate support teams.

Qualifications

• Experience working in a challenging and fast‑paced environment, must work well under sustained pressure, be self‑motivated with a strong sense of ownership, can‑do attitude, urgency, and drive.
• Minimum 4+ years of IT support experience.
• Excellent written and verbal communication skills, with a focus 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 MacOS.
• Knowledge or experience with wireless troubleshooting, all flavors of IEEE 802.11x (WiFi).
• Understanding of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall, Wireless.
• Ability to think around problems and come up with creative solutions.
• Ability to work on tasks and projects with minimum supervision.
• Experience with Mobile Device Management platforms (i.e. Jamf, Intune).
• Experience supporting Atlassian products; Confluence, Jira, Jira Service Desk, Insight.
• Experience with Microsoft SaaS products; SharePoint, O365, Azure.
• Experience working with cloud and/or SaaS 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 (iPerf & ixChariot etc.).
• In-depth network concepts and protocols such as RPC, DNS, DHCP, WINS, TCP/IP, OSI, Kerberos, NTLM.
• Experience with Linux OS’s preferable Ubuntu.

Hybrid Work Approach

Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Employees are supported in taking time off, in accordance with local leave policies and other personal needs to support their evolving work and life needs. It’s important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

Accommodations

Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to.