Moveworks Looking for IT Support Specialist at Bengaluru, Karnataka Full Time

As an IT Support Specialist at Moveworks, you’ll unlock opportunities to unlock growth across the company with an eye on security. We’re here to make work easier and more efficient for our coworkers, fix what needs fixing, implement and improve processes, provide automation to increase efficiencies, onboard new hires at a rapid pace, evaluate and procure new solutions in the software and hardware worlds, and administer and improve our SaaS stack. As a small team in a rapidly growing startup, we’re always ready to expand our responsibilities at a moment’s notice all while maintaining the white-glove service our fellow employees deserve.

Who we are:
Moveworks is revolutionizing how companies support their employees — with the first AI platform that makes getting help at work effortless. Using advanced conversational AI built for the enterprise, Moveworks gives employees exactly what they need, from IT support to HR help to policy information. Our platform allows customers like Snowflake, Slack, DocuSign, LinkedIn, Instacart, Illumina, Epic Games, Hearst Media to move forward on what matters.

Founded in 2016, Moveworks has raised $315 million in funding, at a valuation of $2.1 billion. We’ve been named to the Forbes AI 50 list for three consecutive years, while earning recognition as the Best Chatbot Solution at the 2021 AI Breakthrough Awards. Above all, we’ve built an AI company that puts people first, which is why both Inc. and the San Francisco Business Times called Moveworks one of the Best Workplaces of 2021.

Come join one of the fastest-growing teams on the planet!

What you’ll do:
Keep support inquiries and requests organized and up to date via internal ticketing system (Jira Service Desk).

Onboarding and off-boarding of new employees, temporary employees, vendors, and contractors.

Escalate complex problems to the next level when assistance is required.

Provide IT or application training to employees to ensure they have the technological resources and knowledge of how to use those resources to accomplish their responsibilities.

Provide excellent service to internal and external clients; ensuring they feel that their problems are understood and addressed with minimal impact to the clients’ productivity.

Document support tasks and create processes when needed in order to keep the IT team on the same page with how things are done, and that processes can be repeated or trained to others.

Identify technological issue trends to proactively prevent problems and develop processes to resolve.

Respond to support inquiries in a succinct and meaningful way.

Resolve issues with Okta, GSuite, Atlassian, Slack, Zoom, Global Protect etc.

Take corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the customer.

Thrive in an agile environment and be adaptable to work changes that can shift quickly.

What you bring to the table:
3+ years of experience in a technical support or customer service environment supporting Mac OS.

BS/MS in IT or similar experience

3+ years of work experience in first and second level support of systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Fleetsmith/Jamf), Zoom, Palo Alto Networks, Global Protect, Meraki

5-star customer service mindset.

Excellent verbal and written communication skills.

Excellent teamwork skills.

Familiarity with macOS, Windows, Linux, iOS, and Android devices.

Ability to administer G-Suite for day-to-day operations

Experience working with SSO (Okta, OneLogin, etc.).

Ability to independently perform basic problem determination and root cause analysis regarding network, access, and general IT issues.

Ability to work independently, handle multiple priorities, and eventually lead your own projects once requirements are determined.

Experience or involvement with IT projects or large initiatives.

Proficient understanding of internal and external customer requirements.

Excellent written and verbal communication skills.

Strong aptitude for logical thinking.

Ability to work with external vendors for services and support.

Strong familiarity with IT Operations and cloud applications – preferred.

Ability to create new support workflows – preferred.