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 customer 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
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 of 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

2 Roku, Inc. jobs in England & Wales