IT Helpdesk Technician

2 weeks ago

Bengaluru, India EOS Full time

**WHO WE ARE**:
EOS IT Solutions is a leading IT and global video collaboration company. We specialize in innovative IT and video conferencing solutions, which empower businesses and organizations throughout the world. With teams of qualified IT support engineers, EOS IT Solutions offers a fast and reliable service to our clients.

**POSITION OVERVIEW**:
**WHAT YOU'LL DO**:

- Be responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to queries, run diagnostic programs, isolate problems, and fix or escalate issues as required.
- Provide technical assistance and support for incoming queries and issues related (but not limited to)
- Software:

- O365
- LucidChart
- 1Password
- Confluence
- JIRA
- Adobe
- Troubleshoot client-provided hardware (macOS, iOS, Chrome OS)
- Update internal and external documentation
- Used canned responses to ensure consistent tone for the team
- Be comfortable with surfacing up when documented procedures are not working, or information is missing.
- Hours of work Monday-Friday from 830am to 530pm
- Based in the Bangalore office
- Provide in-person IT HelpDesk assistance to client employees, and contingent workers
- Manage a queue of tickets: in person, Slack and in Jira
- Expected to respond/resolve tickets within predetermined SLA with 90% success rate
- Maintain average CSAT of 4.5 or higher
- Completing other technical projects and tasks as needed

**WHAT YOU NEED TO SUCCEED**:

- Possess strong working knowledge of Apple systems and software
- Possess strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, Dropbox, or similar cloud providers
- Possess strong working knowledge of Atlassian systems (JIRA and Confluence)
- Possess outstanding interpersonal and communication skills
- Be empathetic, humble, and possess a strong focus on customer service
- Ability to work individually and within a team
- Undergraduate degree in a technical field
- 2+ years of experience as an IT Support Engineer, Analyst, or Administrator
- Strong organizational and managerial skills and detail-oriented work ethic
- Willingness to work flexible / odd hours at times, based on needs
- Must speak fluent English
- EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor._

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