IT Technical Support Specialist

3 weeks ago

Bengaluru, Karnataka, India Bloomreach Full time

Job Title: IT Technical Support Specialist

About the Role:

We are seeking a skilled IT Technical Support Specialist to join our team at Bloomreach. As a Technical Help Desk Support Professional, you will be responsible for providing exceptional technical support and resolving complex technical issues for our employees.

Key Responsibilities:

  • Serve as the first point of contact for users seeking IT support via email, chat, and phone
  • Complete ticketed support items efficiently, documenting detailed notes and events
  • Assist with onboarding and offboarding of users, ensuring seamless transitions
  • Aid users in troubleshooting and problem-solving processes for online SaaS platforms, Windows, macOS, and hardware
  • Administer cloud services, including Google Workspace, Slack, JumpCloud, Jira, Office365, and more
  • Direct unresolved issues to the next level of IT support
  • Be creative, take initiative, and solve challenging problems

Onsite Responsibilities:

  • Organize company-owned desktop and laptop hardware inventory onsite, applying asset tags
  • Examine and evaluate returned company hardware to determine service repairs or retirement
  • Initiate computer wipe and OS reinstallation on returned company hardware
  • Maintain IT asset inventory using cloud-based asset management software
  • Identify and address gaps in inventory processes through periodic hardware asset audits
  • Maintain office-specific documentation and KBs on on-site hardware and applications

Requirements:

  • 2+ years of customer service experience in an enterprise corporate setting, with onsite and remote capabilities
  • Ability to diagnose, troubleshoot, and resolve basic to intermediate technical issues
  • Proven ability to document and explain technical processes to both skilled team members and external users
  • Flexible, adaptable, and able to work under pressure, context-switching
  • Nice to have: 1+ years of experience with IT ticketing systems (e.g., Zendesk, ServiceNow, Jira) and SaaS platforms (e.g., Google Workspace, Office 365, JumpCloud)

Benefits and Culture:

We offer a range of benefits, including stock equity, flexible working hours, remote-first work, and company events. Our culture emphasizes freedom, trust, and defined key behaviors. We value employee well-being, offering education budgets, employee assistance programs, and opportunities for growth and development.

Join us at Bloomreach and transform the future of commerce experiences.

About Bloomreach:

Bloomreach is a global company that provides digital experience for top international e-commerce companies. Our team is passionate about delivering exceptional customer experiences and driving innovation.

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