Technical Support Engineer

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 IT team is a dynamic group of six skilled technicians strategically located across EMEA and APAC, united by a shared commitment to excellence, innovation, and seamless collaboration. Despite the geographical distances, we operate as a tightly knit unit—leveraging time zones to our advantage and ensuring round-the-clock support and progress. Each team member brings a unique blend of regional insight, technical expertise, and cultural perspective, enriching our collective problem-solving capabilities. From infrastructure management and cybersecurity to application support and cloud solutions, we cover a broad spectrum of IT services with precision and agility. 

•  About the Role : 
• We are looking for a Technical Support Engineer to provide enterprise-level assistance. You will diagnose and troubleshoot software and hardware problems and help our customers with any issue. 

 What You’ll Be Doing  

• 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 General IT office maintenance, facilitating onsite meetings, Zoom, MS Teams, Cisco WebEx Room Kits TV and Audio/Visual System Support. We’re Excited If You Have  
• Minimum 5+ 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  Nice to Have 
• 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 
• Basic knowledge/Hands on experience on building Linux machines and maintenance 

#Li-Mm2

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). Our employees can take time off work for vacation and other personal reasons to balance 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.

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 humor. 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. 

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

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