IT Technician Ii

23 hours ago

Pune, India Mindbody Full time

We're revolutionizing the fitness & wellness industry, and we're looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry's most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we're partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We're not just another tech company—we're far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let's see what we can accomplish together

**About the role**:

- Assists internal team members in resolving basic-intermediate technical problems by providing guidance regarding software and hardware problems.
- Responsible for creating tickets for work completed and on behalf of team member requesting help.
- Logs and tracks all efforts related to solving an issue with periodic updates according to SLAs.
- Resolves issues or refers more complex technical problems to Tech III's and or Engineering team through a defined escalation process.
- Create knowledge-based documentation, support implementation and adherence of new and/or improved standards.
- Provides excellent customer service to internal team members and communicates effectively with management, team leaders, and other team members within the department.
- Monitors appropriate Service Level Agreements in order to meet expectations.
- Assists with the coordination, planning, testing, and deployment of upgrades and new releases.
- Participates in the coordination, tracking, and reporting of software issues and data inconsistencies.
- Ensures technology and regulatory standards are implemented by maintaining records on repairs, downtime, changes, and updates.
- Provides support for internal employees including off-shore contractors in multiple geographies.
- Experience with SaaS administration and mobile device management platforms
- Brings pertinent issues to the attention of staff and communicate issues back and forth between the group(s).
- All other duties as assigned

**Skills & Experience**:

- 2-5 years of related IT operations work
- Network and desktop certification expected
- Customer Service, ITIL, or Desktop Administration certifications preferred
- Previous experience with ticketing tool (ie. ServiceNow) preferred
- Ability to exercise good judgement of priorities based on customer impact and SLA's
- Adaptable to new technologies and processes
- Intermediate knowledge of Windows Operating System
- Intermediate iPhone and Android phone troubleshooting skills
- Advanced with Office 365 administration
- An affinity for providing exceptional customer service
- Excellent communication (both oral and written), documentation, and interpersonal skills

**Have we piqued your curiosity?**:
Sound like the role for you? We'd love to hear from you Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.

Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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