Rimini Street, Inc. Looking for IT Support Specialist/ Sr. IT Support Specialist at Hyderabad, Telangana Full Time

Job Description:
Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company was founded to disrupt and redefine the enterprise software support market by developing innovative new products and services, providing ultra-responsive service and delivering outstanding value to clients. Over 1,850 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries currently rely on Rimini Street as their trusted, third-party support provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs.

We actively seek an IT Support Specialist/Sr. IT Support Specialist resident in our Hyderabad location.

Rimini Street views all employees as partners, and is committed to providing an exciting, participatory and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work-hard, play-hard corporate environment.

Position Summary

The role is to oversee the IT Service Desk operations 24*7 and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The person will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. The candidate reports directly to the Service Desk Manager.

Essential Duties and Responsibilities

Manage the processing of incoming calls to the Service Desk via ticketing tool, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues

Follow up on open requests and ensure timely resolution within defined SLA

Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

Collaborate with IT teams to resolve issues as requested

Support Windows and MacBook infrastructure

Maintain and audit Active Directory users & computer accounts, access, and groups

Provide end-user support with the following software:
Web browsers (Chrome, Firefox, Safari and Chrome)

Microsoft Office latest and legacy versions

Outlook, One Drive, 0365 and Microsoft Teams

Workstation Backup Software

Applications Support:
Complying with all internal processes and procedures (ISO 27001, QMS 9000, and various related documentation)

Additional Duties and responsibilities

Track and analyze trends in Service Desk requests and generate statistical reports through Service Now

Collaborate with other departments to identify and/or procure software for internal staff

Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency

Routinely assess current environment against technology trends, making recommendations as appropriate

Provide coverage for IT personnel as requested for absences, etc.

Qualifications/Skills/Experience:
Minimal Qualifications

Graduate

Location

Hyderabad, India

Education

Graduate

Experience

5-9 years of IT experience supporting workstation computers running on windows and Mac platforms

Demonstrated progressive experience in the supervision of a technical support team

Supporting an environment of at least 500+ employees

Experience working in a team-oriented, collaborative environment

Skills

Positive attitude, excellent work ethic, strong customer service and exceptionally strong troubleshooting skills

Exceptional written and verbal communication skills

Strong technical knowledge of workstation applications like MS Office, Office 365, One Drive, Microsoft Teams, etc.

Demonstrated relationship management and performance management skills

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Motivating and mentoring team to keep up the overall performance.

Working knowledge of ServiceNow administration would be preferred.

Desired Qualifications

MCSA, MCSE, ITIL and other relevant IT certifications

Company Description:
Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. More than 2,000 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries rely on Rimini Street as their trusted application enterprise software products and services provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs. According to Gartner, the third-party support market will grow to $1.05 billion by 2023, a 200% increase. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs, and to date, the company has saved organizations over $5 billion in total maintenance costs since its inception.

Be Treated Like the Best

Rimini Street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience

No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client success

Work hard, play hard environment – Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events

We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the Rimini Street Foundation

All Rimini Street professionals are encouraged to grow and learn new skills

Accelerating Company Growth

Trading on Nasdaq under ticker symbol RMNI since October 2017

Added to the US Russell 2000® Index in 2018

Over 2,000 active clients, including 100 of the Fortune 500 and Global 100

2019 fiscal year revenue of $281.1 million, up 10.9% year over year

Expanded operations in Eastern Europe, Latin America, Southeast Asia and the Middle East in 2019

Launched the global availability of Application Management Services for Salesforce, SAP and Oracle

Recent Industry Recognition

Received 34 awards in 2019, including 24 awards for excellence in customer service from awards companies such as the International Stevie Awards, the American Stevie Awards, and the Stevie Awards for Sales & Customer Service

Honored with two gold Stevie awards for Company of the Year in 2019,

The Rimini Street Foundation also recognized with a Stevie award in 2019 for Corporate Social Responsibility Program of the Year

In 2019, Rimini Street also partnered with 68 charities around the world through the Rimini Street Foundation, providing financial contributions, in-kind donations and more than 800 employee volunteer hours, and expanded its charitable work to Germany and Taiwan.

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com

Rimini Street is committed to creating a diverse environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.