IT Support Specialist

We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps brands deliver this modern customer service experience through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to a revolutionary in-app experience that allows users to interact with Brands on their own time. Through our market leading AI, chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers empowering them to solve more problems and delight more customers. Companies such as Scopely, EA, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery.

About the team:

The IT team provides internal systems management and end-user support for our colleagues based out in India, the US, and other remote locations. The IT Support Specialist will work closely with other team members to grow our enterprise systems, test and implement new technologies, and provide world-class support for our end users.

About the Role:

• Ensuring the day-to-day IT operations for our colleagues as the go-to person for technical support.
• Administration, setup and support of macOS and Windows-based systems
• Helpdesk support for end-user system implementations, problem troubleshooting, repair/fix, and ongoing support process improvements.
• Work closely with help desk team members to drive productivity and customer satisfaction.
• Respond to help desk ticket requests for support, supplies, replacement parts, etc as needed by local and remote staff.
• Help support our IT equipment and infrastructure at our offices (e.g. meeting room AV, printer/scanners, WiFi network).
• Keep our documentation up-to-date and add new documents when necessary.
• Manage Onboarding(Account Creation & Laptop Setup) and Offboarding(Access removal & Laptop reclaim) activities.

• A minimum of 2+ years of experience in providing Level 1 IT support.
• Experience working in macOS and Windows-based environments.
• Hands-on experience in JAMF and Google Workspace
• Experience with Onelogin and knowledge of SaaS tools like Atlassian(Jira & Confluence), Crowdstrike, Slack, and Google Meet is a plus.
• Have hands on experience in working on Azure AD for user management
• Well versed with security tools like crowdstrike, paloalto network
• Ready to work in shifts

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

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