IT Operations Engineer

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Job description

Join our Mission to Protect Humankind!

Vaxcyte is a clinical-stage vaccine innovation company engineering high-fidelity vaccines to protect humankind from the consequences of bacterial diseases, which have serious and costly health consequences when left unchecked. Working to eradicate or treat bacterial infections such as invasive pneumococcal disease, Group A Strep, periodontitis and Shigella is just the beginning. Our path to success is clear and well-defined, and Vaxcyte is set up to go the distance.

WHAT we do is every bit as important as HOW we do it! Our work together is guided by four enduring core values:

RETHINK CONVENTION: We bring creative and intellectual diversity to every facet of the work we do in order to innovate and re-innovate the way vaccines are delivered.

AIM HIGH: We embody our collectively audacious goal to courageously make the most complex biologics ever attempted to protect humankind.

LEAD WITH HEART: Everyone leads at Vaxcyte with a kindness-first, inclusive approach to collaboration and vigorous debate that advances our business objectives.

MODEL EXCELLENCE: The magnitude of our challenge requires our shared commitment to demonstrating integrity, accountability, equality and clarity across communications and decision making.

Summary:

We are seeking a customer-focused IT Operations Engineer to provide high-quality technical support for both onsite and remote employees. This role emphasizes delivering exceptional customer service while resolving break-fix tickets, troubleshooting hardware, software, and network issues, and ensuring a seamless IT experience for all users. You will also contribute to cross-functional projects and initiatives from the IT Systems Engineering group, supporting the broader IT strategy of the organization. Additionally, you will create and maintain internal documentation, such as knowledge base articles and how-to guides, and manage A/V equipment in conference rooms.
Essential Functions:

• Customer Service Focus: Deliver exceptional customer service while providing technical support, ensuring users feel supported and satisfied with the resolution process.
• Onsite and Remote User Support: Respond to and resolve IT tickets for both onsite and remote users, addressing hardware, software, and network-related issues.
• Break-Fix Support: Handle IT tickets via Freshservice, ensuring quick and efficient resolutions to a range of technical issues.
• User Account Management: Manage and troubleshoot user accounts through Okta, supporting identity and access needs.
• Microsoft 365 Support: Provide customer-focused support for Microsoft 365 applications, including Outlook, Office 365, Teams, and more.
• Windows Device Management: Manage, troubleshoot, and support Windows desktops and laptops, ensuring users' devices function optimally.
• Mobile Device Management (MDM): Use Intune to manage mobile devices, focusing on customer satisfaction while ensuring device security.
• Network Troubleshooting: Perform basic network diagnostics and troubleshooting for onsite and remote employees.
• Conference Room A/V Equipment: Maintain and troubleshoot conference room A/V equipment.
• Hardware Management: Assist with setup, configuration, and troubleshooting of IT hardware such as desktops, laptops, and peripherals.
• Software Installation and Maintenance: Install and maintain software, providing guidance and support to users throughout the process.
• Cross-Functional Project Support: Collaborate with the IT Systems Engineering group to support cross-functional projects and initiatives, contributing technical expertise.
• Documentation: Create and maintain user-friendly documentation, including knowledge base articles and how-to guides, ensuring users and IT staff can easily follow instructions.

Requirements:

• Minimum of 5+ years of experience in IT Support.
• Demonstrated experience in IT operations or technical support roles, ideally in a mid-sized or large organization, with a strong focus on customer service.
• Proven ability to provide friendly and effective remote and onsite support, resolving issues in a way that prioritizes user satisfaction.
• Proficiency in Windows-based environments, troubleshooting hardware and software for end users.
• Experience supporting Microsoft 365 suite, including Outlook, Office 365, Teams, etc., with a customer-first approach.
• Experience with Okta for user management and identity authentication.
• Experience with Intune or similar MDM solutions.
• Basic knowledge of networking fundamentals (e.g., VPNs, Wi-Fi) to support end-user connectivity.
• Familiarity with ticketing systems like Freshservice or similar, with a focus on user satisfaction.
• Ability to maintain and troubleshoot conference room A/V equipment.
• Ability to write clear and user-friendly documentation, including knowledge base articles and how-to guides.
• Experience in customer-facing IT support roles, providing excellent service to both remote and onsite users.
• Hands-on experience in biotech or similarly regulated industries is a plus.
• Certifications such as CompTIA A+, Network+, or Microsoft certifications are valued but not required.
• Strong customer service skills, with the ability to handle issues in a professional and friendly manner.
• Excellent communication skills to interact effectively with both technical and non-technical users.
• Ability to write clear, concise, and user-friendly documentation.
• Strong troubleshooting and problem-solving skills.
• Ability to balance technical tasks while maintaining a high level of customer support.
• Strong organizational and documentation skills.
• Ability to collaborate effectively on cross-functional projects and initiatives, contributing to the broader IT strategy.

Reports to: Senior Director, IT Operations and Infrastructure

Location: San Carlos, CA

Compensation:
The compensation package will be competitive and includes comprehensive benefits and an equity component.

Salary Range: $108,000 - $144,000

Vaxcyte, Inc.
825 Industrial Road, Suite 300
San Carlos, CA 94070

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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