Duties and Responsibilities

The duties and responsibilities of this position described here are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned, as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

• Answers, evaluates, and prioritizes incoming tickets both remote and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews users to collect information about the problem and leads the user through diagnostic procedures to determine the source of error.
• Determines whether problem is caused by hardware or software.
• Handles problem recognition, research, isolation, resolution and follow-up for user problems, referring more complex problems to senior staff or other technical teams via proper escalation methods.
• Handles onboarding and offboarding of users
• Logs and tracks issues via Jira Service Desk and maintains historical records and related problem documentation.
• Consults with other technical teams to explain software errors or to recommend changes to programs.
• Tests software and hardware to evaluate ease of use, functionality and whether product will aid user in performing work.
• Writes and revises technical documentation and procedures.
• Conduct software and physical hardware audits.
• Help users and leadership host meetings in office when requested.
• Update and maintain accuracy of technical assets

Requirements & Qualifications

To perform this job successfully, an individual should meet the following minimum requirements and qualifications:

• Prior Experience in a Helpdesk environment
• Experience with Windows and/or Mac operating systems
• Experience with Entra ID/Azure AD
• Experience with Office 365
• Experience with Microsoft Intune or Jamf is a plus
• Some scripting experience preferred with PowerShell or Bash
• Excellent written and oral communication skills with internal customers
• Able to handle multiple tasks in a fast-paced environment and willingness to “go the extra mile” to solve customers’ problems
• Willingness to take initiative and follow-through - with strong organizational skills and attention to detail
• Able to provide hands-on or remote support in a timely fashion
• Able to update and manage technical assets
• 4 days on site in the Bangalore office, 1 day remote

Key Competencies

• Independent problem-solving ability, and ability to creatively solve complex problems
• High level organizational and communication skills
• High level critical thinking and knowledge of escalation procedures
• Work calmly under pressure and maintain composure
• Excellent customer service and people skills
• Takes ownership of projects

Physical Demands and Working Conditions

Work is typically performed in an office environment with some physical demands, such as standing for long periods of time, bending, stretching, lifting and carrying up to 50 lbs., and normal exposure to everyday risks and discomfort requiring common safety precautions.