Khoros Looking for IT Support Specialist I at Bengaluru, Karnataka, India Full Time

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.

The Khoros Engagement Platform Comprises An Online Community, Social Media Management And Messaging Products For Social Customer Service, Social Support, And Social Media Marketing Teams To Listen, Respond And Act On Customer Conversations – Creating Deep Relationships And Fostering Brand Loyalty And Advocacy. We As a Company Follow Our Core Values Of

Accountability – We embrace an ownership mentality

Customer-Centricity – We are obsessed with achieving customer value

Agility – We move with urgency and purpose

Looking for an experienced IT Specialist, who also has experience with macOS environments. IT Operations provides telephone and desktop support to users on day to day issues involving Mac OS X, some Windows, Google Apps and standard applications for a user base covering multiple facilities. The Technician is responsible for providing Level 1 & 2 hardware and software support primarily for Macintosh computers in addition to desktop PC’s, laptops and peripherals, possibly including IOS devices in multiple locations. The Technician will be responsible for the installation, configuration and troubleshooting of various desktop hardware, software and related peripherals. Including and not limited to printers, tablets and Smartphones (IOS & Android). In addition to support general AV components found in conference rooms and display areas.

Responsibilities

• Performs break-fix end-user desktop support to users in multiple locations and provides telephone and desktop support for software, hardware, and various infrastructure related issues according to IT Services support policies.
• Ensures that all requests from users are logged and escalation procedures are followed.
• Resolve tickets within SLA.
• Maintains problem status/resolution information in a ticketing database.
• Installs and configures desktop computer system hardware and software (including operating system and applications software).
• Installs and configures printers and various network connected equipment.
• Participates in maintaining, testing and updating Macintosh and PC deployment images.
• Assists in the maintenance of production desktop images: work with scripts to automate redundant tasks.
• Participates in rollouts of new software/hardware to ensure consistency in technical standards.
• Performs after hours and weekend support, systems installation and maintenance as required.
• Must be available to work in a hybrid environment – between home and our office.

Qualifications

Requirements

• Minimum one (1) year / Desktop Support or Mac Support experience working in a corporate or start-up environment
• Experience supporting technology in a level 1 setting with additional experience supporting technology at a higher level (i.e. level 2 desktop support teams).
• Working experience in a Genius Bar setting is a plus.
• Excellent customer service skills
• Positive attitude and a team player who takes initiative
• Experience creating, documenting and closing incidents via ticketing systems.
• Working knowledge of Mac OS X, Windows 7
• Strong Mac OS X 10.10 to 13.5 skills
• Basic understanding of Wired and Wireless Networking concepts, general trouble-shooting steps, and network tools (Ping, Trace route, etc.)
• Strong support in SAAS Administration (including Google Apps, Webex, Box).
• Strong Analytical problem solving skills.
• Reliable and dependable work habits.
• Excellent communication skills, both written and oral.
• Familiar with JAMF Casper Suite is a plus
• Familiar with Zendesk ticketing system a plus
• Familiar with SaaS applications including Box, Salesforce, Office365, Jive a plus.

Education

Undergraduate degree in a computer science related field or equivalent work experience required.