Senior Technical Services Engineer in Cambridge

Teamwork makes the stream work. Roku is changing how the world watches TV. Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers. From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

About the Team: Our Global IT Support team keeps Roku employees productive by delivering reliable, high-quality technical support across our offices worldwide. Made up of 16 engineers across EMEA, APAC, and the US, we work together to ensure our colleagues have the technology and support they need to do their best work. As part of our Cambridge-based team, you'll support around 450 employees across a diverse range of technologies and services. While each engineer manages their own work, collaboration is at the core of how we operate. We believe the best solutions come from working together, sharing knowledge, and supporting one another whenever challenges arise. 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.

About the Role: 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. Assist with Gen 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.

We’re Excited If You Have: 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 flavours 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.

Our 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 EmployeeRelations@Roku.com.

The Roku Culture: Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humour. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.