Work Hours: 11:00 pm to 8:00 am IST – Night shift (should be flexible working later hours if needed)
What You’ll Do:
Support OS X and Windows users (e.g. OS and software installation and troubleshooting)
Employees Onboarding / Offboarding
Provision, manage, and repair of employee’s laptops
Provide account management and support for all IT supported public and private cloud technologies including OKTA, Office365, Zoom, Google Suite, Glip, Jira, and Confluence
Conduct orientation and guidance to users on how to operate new software and computer equipment
Develop roadmap with leadership team to review and update existing IT processes
Improves operations by conducting systems analysis and recommending changes in policies and procedures.
Provision and support of VOIP telephony and audio / video conference equipments
Support wired and wireless networks
Create documentation for frequently asked questions and procedurally upkeep
Asset management
Escalate tickets to L2/L3 appropriately
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Escalate complex problem to appropriate support specialists
Troubleshoot client software and basic network connectivity problems
Identify, evaluate and prioritize customer problems and complaints
May train users and operators on a limited basis and/or may write training procedures
Participate in on-going training and departmental development
Routine maintenance updates with other IT staff and business units
Create all required documentation
Support internal readiness for SOX, HIPAA and ITIL compliance within the IT infrastructure
Requirements
Qualifications/ Skills required:
1-2 Years experience in IT Helpdesk or similar role
Should be familiar with Active Directory
Basic networking knowledge (OSI network layers, TCP/IP) required.
Preference for those who have worked for regulated companies
Fluent in English (Orally & Written)
Familiar with Help Desk ticketing systems (FreshService / Jira Service Desk)
Experience with Saas management
Benefits
Why You’ll Join Us:
At Birdeye, we know that our success is tied to our customers’ success, so we are continually raising the bar for ourselves and others around us to deliver meaningful results.
We seek to innovate and to be the #1 product in our category, which means we need to drive results for our customers and to always deliver what we commit.
Our quality needs to be world-class and second to none, so we are exceptionally hands-on to get work done. We roll up our sleeves and DO.
Working at Birdeye means being part of a tight-knit family that helps you succeed and loves to celebrate with you! We find strength in diversity and inclusion, so we strive to find different points of view and expect everyone to represent their authentic self at all times.
Benefits
Work closely with a cross functional team of highly motivated and intelligent folks with a unique range of start-up and enterprise experience.
We offer a competitive salary, healthcare benefits, catered meals, along with all of the opportunities inherent in a fast-growing organization!
Why Birdeye?
15 years ago, Brands controlled customer experiences. But today, customer experiences control Brands. Customers now choose businesses based on shared experiences, not ads. Marketers now have to create and promote great experiences, and they need a platform that can do this at scale.
Birdeye is an all-in-one Experience Marketing platform for multi-location businesses. More than 60,000 businesses of all sizes use Birdeye every day to be found online and chosen through listings, reviews and referrals; be connected with leads and customers on the channels of their choice, and deliver the best customer experience with survey, ticketing and insights tools.
Founded in 2012, Birdeye is headquartered in Palo Alto, and led by alumni from Google, Amazon, Salesforce and Yahoo. Birdeye is backed by Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures and World Innovation Lab. The company has been the highest-rated Experience Marketing platform over the last 5 years on G2.
To learn more, please visit: https://birdeye.com