IT - Contractor New

**About Us**

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator.

**The Opportunity**

In this role you will be managing the IT System Admin module and automate and optimize the same to create a seamless experience. you will streamline the workflow management for operational excellence.
Role Impact
You will own the employee experience in terms of IT modules across geographies.
You will support the US time zone remotely, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.

**What you’ll be doing**:

- Provide quick and effective assistance with information technology systems
- Guide employees remotely and in person through systems configuration, troubleshooting, and maintenance
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
- Walk customers step-by-step through the problem-solving process
- Help with troubleshooting hardware and software
- Follow up with customers to ensure satisfactory service
- Communicate customer feedback to the appropriate internal team members

**Who you are**:

- Relevant Experience of 4 - 6 yrs in computer systems and experience troubleshooting hardware and software.
- Experience working as an IT help desk technician or in a similar IT support role.
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
- Experience of Ticketing tools and OS like Mac, Windows
- Experience of managing " First Day of Business" Process
- Experience of IT Vendor Management Systems

**Our Commitment to Inclusion and Belonging**

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalised or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply.