IT Services Engineer II

At Extra Space Storage, what matters to you, matters to us! Join a company that cares about you.  

It is an exciting time to be at Extra Space. We have been featured on multiple "Best Places to Work" awards, including Forbes and Glassdoor. We’re an S&P 500 company that hasn’t stopped growing since our founding in 1977. Today we are leading the self-storage industry in more ways than one, but in order to maintain this lead, we need exceptionally motivated, capable, and driven people like you. Self-storage is our product, helping people is our passion. Come grow with the largest self-storage company in the world and find out why so many of our employees recommend us as a great place to work. 

Job Summary:

The Engineer II will provide level II support for ESS hardware, platforms, software, and networks. They will manage said systems by allocating, configuring, troubleshooting, and maintaining systems that support end users. They will support internal corporate and remote site locations while having the ability to work a variety of shifts. The Engineer II will resolve performance, access and operational issues for a variety of computer systems and end user devices. They will provide support for IT Projects and assist other team members with escalations. They will also escalate issues that extend beyond the level II scope. They will proactively assist other team members with work and provide training on escalations for the Service Desk members where they see gaps. They will collaborate with more advanced team members and peers looking for ways to make their work more efficient. They will begin to take on the role of subject matter expert in some areas of work. They will be directly supervised over some of their daily activities and priorities.

The Engineer II may also ensure that new stores coming onto, or leaving, the ESS portfolio will have had all pre-onboarding, day-of conversion, and post-onboarding, or disposition tasks completed within set SLAs.

Primary Responsibilities:

• Resolve advanced Service Desk tickets according to SLA

• Resolve customer issues via phone, email, and computer chat

• Accurately document customer interactions in Jira ticketing system

• Escalate issues to the next support level as appropriate

• Diagnose and resolve advanced problems associated with applications, software, and operating systems

• Configure, deploy, maintain, and support computer workstations, laptops, printers, mobile devices, phones, and telecommunications equipment

• Maintain and update Active Directory users/computers (On prem and Cloud based)

  • Cloud/Office 365 access for multiple services, groups, users, permissions

• Configure and troubleshoot Audio-Visual equipment issues.

• Manage software licensing and inventory

• Document procedures, best practice configurations, installation sequences, and back-out instructions as needed

• Perform pre-onboarding, onboarding, post-onboarding, and disposition tasks within SLAs

• Be willing to flex for large portfolios

• Oversee vendor technicians, and as necessary escalate/report vendor issues.

• Guide ESS staff, and third-party vendors, on setting up Meraki networks, computer workstations, printers, mobile devices, VoIP phones, Cradlepoint devices, and other computer and telecommunications equipment.

• Coordination with equipment vendors to ensure sites have all IT equipment on day of opening

• Create and activate service desk accounts for new stores within Jira

• Participate in hardware and software reviews and recommend purchases.

• Assist manager to gather information, analyze data, and generate reports for Help Desk ticket root cause and future proactive resolution

• All other duties as assigned

Job Specifications:

• Expert technical experience with Windows operating systems and computer hardware

• Excellent customer service, communication, and written skills

• Comfortable working with all levels of employees including C level executives

• Proactive attitude and desire to find the root cause of issues

• Ability to explain complex IT information to people at all levels of technical understanding

• Eagerness to learn and stay current; openness to new technologies and changes

• Enthusiastic and positive attitude

• Flexibility to work assigned shifts which can include Saturdays and Sundays as shift demands

• Highly organized and detail-oriented in managing tickets, follow up tasks, and assigned tasks, and projects

• Willingness to help adjacent team members grow in understanding of core competencies

• A key contributor to the success of the team’s goals, KPI’s and OKR’s

Education and Experience:

• High school diploma or GED required, associate or bachelor's degree preferred

• 1 or more years of experience as an Engineer I or a combination of work, educational experience, and skills

• At least 3 years of experience with Windows operating systems and MS office suite

• Intermediate level network troubleshooting experience required

• Cisco/Meraki experience with firewall and networking equipment configuration required

• 1 year of experience with Microsoft Endpoint configuration manager or equivalent experience (SCCM, Microsoft endpoint manager, Meraki MDM, Intune)

• 1 or more years of vendor coordination experience required

• Network+ required and additional certifications MTA, MCSA, or similar certification preferred

• Scripting with PowerShell or Python experience preferred

Working Conditions/Physical Demands 

Performs work in an office environment with lifting (less than 30 pounds) or walking required. Close visual acuity required to perform work at computer terminal. No exposure to adverse environmental conditions. Requires repetitive typing motion, talking, hearing, grasping, and feeling.

Disclaimer 

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. 

We pride ourselves on hiring top talent and provide the following benefits and more: 

• Well defined career paths 

• Great work/life balance and hybrid work schedule 

• Medical, dental, and vision benefits 

• Health Savings Account (HSA) or Flexible Spending (FSA) 

• Company paid Life, AD&D, and Short- & Long-Term Disability 

• 401K with company match after 90 days of service 

• Holiday pay and paid time off 

• Extensive wellness program and various employee discount programs 

• Personal health advocate 

• On-site fitness center 

• Free soda, coffee, and snacks all day every day and much, much more!