EOS Looking for IT Helpdesk Technician at Bengaluru, Karnataka Full Time

WHO WE ARE:
EOS IT Solutions is a leading IT and global video collaboration company. We specialize in innovative IT and video conferencing solutions, which empower businesses and organizations throughout the world. With teams of qualified IT support engineers, EOS IT Solutions offers a fast and reliable service to our clients.

POSITION OVERVIEW:
Enthusiastically teaching our internal users how to best interact with and utilize technology; providing support as needed via face to face interaction, chat, email, and telephone

WHAT YOU’LL DO:
Be responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to queries, run diagnostic programs, isolate problems, and fix or escalate issues as required.

Provide technical assistance and support for incoming queries and issues related (but not limited to)

Software:
O365

LucidChart

1Password

Confluence

JIRA

Adobe

Troubleshoot client-provided hardware (macOS, iOS, Chrome OS)

Update internal and external documentation

Used canned responses to ensure consistent tone for the team

Be comfortable with surfacing up when documented procedures are not working, or information is missing.

Hours of work Monday-Friday from 830am to 530pm

Based in the Bangalore office

Provide in-person IT HelpDesk assistance to client employees, and contingent workers

Manage a queue of tickets: in person, Slack and in Jira

Expected to respond/resolve tickets within predetermined SLA with 90% success rate

Maintain average CSAT of 4.5 or higher

Completing other technical projects and tasks as needed

WHAT YOU NEED TO SUCCEED:
Possess strong working knowledge of Apple systems and software

Possess strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, Dropbox, or similar cloud providers

Possess strong working knowledge of Atlassian systems (JIRA and Confluence)

Possess outstanding interpersonal and communication skills

Be empathetic, humble, and possess a strong focus on customer service

Ability to work individually and within a team

Undergraduate degree in a technical field

2+ years of experience as an IT Support Engineer, Analyst, or Administrator

Strong organizational and managerial skills and detail-oriented work ethic

Willingness to work flexible / odd hours at times, based on needs

Must speak fluent English

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.