Nextiva Looking for IT Solutions Technician II at Bangalore Urban, Karnataka, India Full Time

At Simplify360, it’s more than just work. We’re a family! Join the Simplify360 journey today!

Simplify360 is now a Nextiva company, a leading cloud communication platform. Together, Nextiva and Simplify360 will enable businesses to offer end-to-end connected and engaging customer experiences on every channel.

Simplify360 is the leading Digital Customer Experience Platform based in India. Simplify360 uses AI and automation to enable 5,000+ global businesses to seamlessly deliver world class CX and support across multiple channels, including email, live chat, social media, online reviews and e-commerce.

Since day one, Nextiva’s vision has been to bring together all communication channels into a single stream of conversations with productivity, customer and contact management, and collaboration tools. No more wasted time toggling between multiple applications – Nextiva keeps teams productive and connected with customers, colleagues, and vendors from wherever they are in the world.

Build Amazing – Deliver Amazing – Live Amazing – Be Amazing

We are looking for a highly skilled Desktop Support Specialist to join our IT Solutions team. In this role, you will be responsible for ensuring that our end-users have a positive experience with their technology, including desktops, laptops, printers, and mobile devices. Working in a fast-paced, dynamic environment with a team of dedicated IT professionals, you will play a critical role in providing our end-users with the tools and resources they need to perform their jobs effectively.

Key Responsibilities

• Provide desktop support to end-users across all departments, including troubleshooting and resolving hardware and software issues, and setting up new equipment.
• Respond to IT Support requests in a timely and professional manner, providing exceptional customer service.
• Manage Active Directory user and computer accounts, groups, and permissions.
• Manage Okta user accounts, groups, and permissions, ensuring that users have appropriate access to company resources.
• Assist in the administration of Intune and Azure environments, including device management and deployment.
• Create and maintain basic PowerShell scripting to automate repetitive tasks, improving efficiency and productivity.
• Maintain hardware and software inventory, ensuring that all equipment is properly accounted for and maintained.
• Provide training and guidance to end-users on the use of hardware and software, creating documentation as needed.

Core Values for IT Solutions

• End User Experience: Prioritize the end user experience in all our solutions and services.
• Innovation: Continuously explore new technologies and ideas to improve our services and products.
• Collaboration: Work together to achieve common goals and objectives.
• Accountability: Take responsibility for our actions and deliver on our commitments.
• Integrity: Act with honesty and transparency in all our dealings.
• Proactivity: Anticipate and act on opportunities and challenges.
• Continuous Improvement: Strive to continuously improve our processes, products, and services.
• Adaptability: Adapt quickly to changing circumstances and requirements.
• Respect: Treat each other with respect and dignity.
• Empathy: We put ourselves in our end users’ and colleagues’ shoes and seek to understand their perspectives.

Qualifications

• Associate of Applied Science degree in Computer Science, Information Technology, or a related field, or possessing equivalent work experience.
• Minimum of 2-3 years of experience in desktop support or a related field.
• In-depth knowledge of operating systems such as Windows and Mac, familiarity with hardware and software troubleshooting.
• The ability to analyze and resolve technical issues independently or collaboratively with team members.
• A strong customer service orientation to ensure end-users’ needs are met effectively and efficiently.
• Knowledge of basic PowerShell commands to automate repetitive tasks, troubleshoot issues, and improve efficiency in desktop support activities.
• Basic understanding of Python or PowerShell scripting to automate and streamline desktop support tasks, as well as the ability to write simple scripts to perform specific functions or extract data from systems.
• Knowledge of IT access management principles and practices, including user provisioning, access request and approval processes, access review, and compliance requirements.
• Understanding of IT service management principles, including incident, problem, change, knowledge base and release management, as well as experience with IT service management tools such as Jira.
• Knowledge of technology systems and tools, including but not limited to Mac OS (Jamf Pro), Windows (Intune), Office 365, Azure, Okta (or similar platforms commonly used in the tech industry).