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.
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