We are on a mission to rid the world of bad customer service by mobilizing the way help is delivered. Today's consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps brands deliver this modern customer service experience through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to a revolutionary in-app experience that allows users to interact with Brands on their own time. Through our market leading AI, chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers empowering them to solve more problems and delight more customers. Companies such as Scopely, EA, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery.

About the team:

The IT team provides internal systems management and end-user support for our colleagues based out in India, the US, and other remote locations. The IT Support Specialist will work closely with other team members to grow our enterprise systems, test and implement new technologies, and provide world-class support for our end users.

About the Role:

Ensuring the day-to-day IT operations for our colleagues as the go-to person for technical support
Administration, setup and support of macOS and Windows-based systems
Helpdesk support for end-user system implementations, problem troubleshooting, repair/fix, and ongoing support process improvements
Work closely with help desk team members to drive productivity and customer satisfaction
Respond to help desk ticket requests for support, supplies, replacement parts, etc as needed by local and remote staff
Help support our IT equipment and infrastructure at our offices (e.g. meeting room AV, printer/scanners, WiFi network)
Keep our documentation up-to-date and add new documents when necessary
Manage Onboarding(Account Creation & Laptop Setup) and Offboarding(Access removal & Laptop reclaim) activities

Requirements

A minimum of 2+ years of experience in providing Level 1 IT support
Experience working in macOS and Windows-based environments
Hands-on experience in JAMF and Google Workspace
Experience with Onelogin and knowledge of SaaS tools like Atlassian(Jira & Confluence), Crowdstrike, Slack, and Google Meet is a plus
Have hands on experience in working on Azure AD for user management
Well versed with security tools like crowdstrike, paloalto network
Ready to work in shifts

Benefits

Hybrid setup
Worker's insurance
Paid Time Offs
Other employee benefits to be discussed by our Talent Acquisition team in India

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.