Mission of the Position:
The Information Technology (IT) Specialist will be responsible for supporting Zenduty's team members and to ensure a high touch internal IT experience from onboarding to timely resolution of technology-related issues. Under the guidance of the Director, Business Operations, the IT Specialist will maintain employee-related device and application security and compliance standards for all information technology systems associated with Bangalore site operations and as a backup support for other Zenduty sites.
Responsibilities:
- Provide high touch, high-quality IT onboarding experience for all new staff members to ensure maintenance of company compliance and security standards
- Provide knowledgeable and friendly IT support for all Zenduty/Xurrent staff members including troubleshooting hardware and software issues (from accessing employee tools and technologies, managing devices, access, network access and other technologies)
- Administrator for all site managed company software. Maintain process for system administration, adoption, and renewals
- Support and configure automated deployment and maintenance of Apple Macbooks, and printer hardware in the offices and remotely deploy and maintain network hardware in the offices
- Maintain and secure Google Workspace, monitor usage and health of site technology infrastructure, contribute to system documentation and the preparation of basic user training materials
- Coordinate with Business Systems Specialist on backup and coverage for global team support
- Oversee Asset Management for the India site, including inventory tracking and maintaining backup systems to ensure operational continuity in case of failures.
- Coordinated with Apple Service Centers to address laptop breakdowns and technical issues, ensuring timely resolution and minimal downtime.
- Collaborating with the Security team to ensure timely device reporting for Xurrent and Zenduty compliance.
Requirements:
- Prior experience in a support function for a global company with a hybrid working arrangement is required.
- Experience in end user computing device installation, configuration, and troubleshooting (Mac)
- Strong understanding of networking technology, network access and network administration
- Proficiency in Google Workspace administration and troubleshooting.
- Experience with Apple device management using Kandji is highly desirable.
- Familiarity with ITSM platforms, preferably Xurrent ITSM, for incident management and service delivery.
- Understanding of credential management best practices and tools.
- Experience with Microsoft Azure administration and basic troubleshooting.
- Knowledge of security awareness training platforms, specifically KnowBe4.
- Experience with SAML/SSO implementation and troubleshooting.
- Experience with SCIM provisioning.
- Strong documentation mentality and experience creating and maintaining technical documentation.
