Help Desk Specialist

6 days ago


Hyderabad, Telangana, India Highspot Full time
Job Title: Help Desk Specialist

About the Role

We are seeking a highly skilled and experienced Help Desk Specialist to join our team at Highspot. As a Help Desk Specialist, you will be responsible for providing top-notch technical support to our end-users, addressing a wide range of hardware, software, and network-related issues.

Key Responsibilities

  • Provide first-level technical support to end-users via phone, email, or chat, ensuring timely and effective resolution of issues.
  • Create, update, and close support tickets in our ticketing system, maintaining accurate and detailed documentation of user interactions.
  • Escalate complex problems to higher support tiers, providing detailed information for efficient resolution.
  • Install, modify, and repair computer hardware and software, ensuring seamless integration with our enterprise systems.
  • Follow up with internal customers to ensure issues have been resolved, maintaining a strong commitment to customer satisfaction.
  • Develop and maintain written knowledge-based articles, sharing best practices and solutions with the team.
  • Manage the deployment, monitoring, maintenance, upgrade, and support of our organization's enterprise systems, hardware, and software.

Requirements

  • 2-5 years of technical help desk experience, with a proven track record of delivering high-quality support.
  • Extensive knowledge of Okta, Jamf, and G Suite, with proficiency in Mac and Windows operating systems.
  • Ability to use basic networking troubleshooting tools, with a strong understanding of network fundamentals.
  • Exceptional communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders.
  • Proficiency in utilizing remote assistance tools to troubleshoot and resolve issues for users located in various geographical locations.

Working Conditions

  • Flexible working hours may be required to accommodate business needs, with a focus on aligning with PST hours for support on various days working remotely.
  • Ability to work in a fast-paced, dynamic environment, with a strong commitment to customer satisfaction.


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