IT Technical Support Professional

4 weeks ago

Bengaluru, Karnataka, India Databricks Full time

Mission

Databricks is currently seeking an IT Support Specialist to enhance and optimize business processes. The ideal candidate will engage with users globally, focusing on delivering on-site support at the Bangalore office to address a wide range of technical issues.

This role is crucial to the IT Support team, with the mission of consistently elevating the user experience to its highest potential. Key responsibilities include providing exceptional customer service through ticketing systems, email, or Slack communications.

The daily tasks will involve multitasking, troubleshooting multiple user issues concurrently, and taking ownership of various small to medium-sized projects. Proficiency in deep troubleshooting and analysis is required, setting a benchmark for delivering exceptional customer interactions.

The successful candidate will support core platforms, including user support, ticketing, procurement, and provisioning. They will also take ownership of customer issue escalations, applying their understanding of systems within multiple applications in the tech stack.

Outcomes

  • Support core platforms, including user support, ticketing, procurement, and provisioning.
  • Take ownership of customer issue escalations, applying understanding of systems within multiple applications in the tech stack.
  • Document all processes and update current documentation for established processes.
  • Complete and document assigned project work and provide updates to ensure accuracy.
  • Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation.
  • Work collaboratively across IT and serve as an ambassador for the IT organization with internal stakeholders.
  • Provide the very best customer service experience for all bricksters, applying technical skills, problem-solving abilities, and specialized knowledge to educate the workforce.
  • Maintain the asset inventory system and ensure all hardware/software allocations are logged.

Competencies

  • Experience working on a high-volume ticketing system (+4000 PM).
  • 3+ years of experience or related experience in administering and maintaining ITSM systems and related tools.
  • Extensive experience providing high-caliber support to all levels of staff.
  • Experience supporting customer IT needs within a global team supporting multiple regions and time zones.
  • In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365).
  • Provide other services to reduce tickets and ticket closure times.
  • Work with partners to find efficiencies and implement improvements to internal systems.
  • Working knowledge with securing/management of endpoints using JAMF, and InTune.
  • Experience troubleshooting AV/Conference room issues, and Office Network related issues.

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