Job Summary
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This position is responsible for delivering technical support services to our global team in a dynamic 24/5 omni-channel environment. The successful candidate will be part of a tiered support structure and have the opportunity to grow professionally.
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About the Role
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This position involves providing general IT support, performing troubleshooting procedures, and resolving technical issues on computer hardware, software, Audio/Video components, and network connectivity. This includes but is not limited to laptops, peripherals, multiple operating systems, and various commercial and customer proprietary software.
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The role requires maintaining high levels of customer satisfaction and working closely with internal stakeholders to ensure seamless service delivery.
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Responsibilities
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* Provide day-to-day IT support and serve as a point of contact for internal customers regarding IT issues, requests, and queries
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* Monitor ticket queues, Chat and Phone to provide timely support to our global team
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* Perform core competencies of triage, assignment, request fulfillment, and issue remediation
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* Provide general IT support; troubleshoot IT-related problems
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* Adhere to established ticket handling procedures
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* Work within the ITSM system to ensure all tickets are responded to and updated per process for the benefit of the customer
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* Escalate unresolved calls to the next level support team following established protocols
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* Provide exceptional professional customer service to our internal team members in all interactions
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* Support business meetings including Audio visual needs and conference room AV equipment
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* Work closely with your peers across the globe to ensure consistent global support experience
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* Investigate problems and customer issues and find and develop solutions
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* Consult with peer engineers to promote creative solutions and improve customer satisfaction
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* Contribute to the IT knowledge management system
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* Respond to emergency situations as assigned
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* Perform other related duties as required or assigned by your manager
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* Develop relationships and engage with key business stakeholders within your responsible offices and/or region
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* Maintain the IT knowledge management lifecycle (create, modify, and retire) following established process
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* Willingness to travel up to 10% to other offices or events
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Requirements
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* Around 1 to 2 years of experience in IT Support role in an organization with exposure to customers from varying cultural background preferably in enterprise sector
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* Passion for problem solving and investigation
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* Thorough knowledge of at least one OS of latest version (i.e. Linux OR macOS OR Windows)
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* Ability to work in conflicting Priorities, take initiatives and maintain focus on customers
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* Willingness to work stretch hours if needed
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* Exceptional customer service skills / Ability to fulfill the role as a customer advocate
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* Very good technical troubleshooting skills
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* Direct interaction with customers and clients in a corporate environment
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* Strong critical thinking and problem-solving skills
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* Ability to adapt to a fast-paced support environment with shifting priorities
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* Willingness and ability to work in a highly collaborative team
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* The ability to learn new technologies quickly
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* Must be very organized and able to multitask and work in a sometimes-stressful environment
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* Has a sense of urgency when the situation calls for it
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* English language proficiency (written and oral)
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* Process and procedure driven while still being able to maintain an innovative mindset
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* Understanding of ITIL framework
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* Working knowledge of ticketing tool
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* Technical knowledge of Linux, Microsoft, Apple OS
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Why Join Our Team?
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We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Our culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation.
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Equal Opportunity Policy (EOP)
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We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law. We support individuals with disabilities and provide reasonable accommodations to job applicants.
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