IT Support Analyst

Job Title: IT Support Technician II

Pattern is a fast-growing eCommerce data and growth company headquartered in the UtahSilicon Slopes tech hub, with offices across India, Europe, China, and Canada. We empower top consumer brands like Nestle and Skullcandy to thrive in the digital marketplace. We're seeking a skilled and proactive IT Support Technician II to join our Pune, India office. If you're passionate about technology, excel in fast-paced environments, and enjoy creative problem-solving, you'll find your place at Pattern

• Provide Tier II technical support by responding to help desk requests via tickets, email, and phone, ensuring timely resolution of escalated issues.
• Troubleshoot and resolve complex hardware, software, and network issues, providing guidance to L1 support team members as needed.
• Diagnose and troubleshoot basic networking issues, including IP addressing, DNS, DHCP, VPN, and Wi-Fi connectivity.
• Manage remote desktop support through tools like TeamViewer and Remote Desktop Protocol (RDP).
• Onboard and offboard employees, ensuring systems access is configured properly and security policies are followed.
• Ensure endpoint security through access controls, monitoring, and remediation tools.
• Maintain detailed IT documentation, adhering to SLA policies for ticket resolution and quality assurance.
• Collaborate with IT team members to continually improve support processes and enhance user experience.
• Assist in managing IT asset inventory, including procurement, deployment, and lifecycle management.
• Provide Tier II technical support by responding to help desk requests via tickets, email, and phone, ensuring timely resolution of escalated issues.
• Troubleshoot and resolve complex hardware, software, and network issues, providing guidance to L1 support team members as needed.
• Diagnose and troubleshoot basic networking issues, including IP addressing, DNS, DHCP, VPN, and Wi-Fi connectivity.
• Manage remote desktop support through tools like TeamViewer and Remote Desktop Protocol (RDP).
• Onboard and offboard employees, ensuring systems access is configured properly and security policies are followed.
• Ensure endpoint security through access controls, monitoring, and remediation tools.
• Maintain detailed IT documentation, adhering to SLA policies for ticket resolution and quality assurance.
• Collaborate with IT team members to continually improve support processes and enhance user experience.
• Assist in managing IT asset inventory, including procurement, deployment, and lifecycle management.

• 3-5 years of help desk or IT support experience, preferably in a fast-paced or enterprise environment.
• Proficiency with Windows and MacOS systems, including troubleshooting, software installations, and updates.
• Familiarity with Google Workspace administration (Gmail, Drive, Meet, etc.) and troubleshooting.
• Basic networking skills, including knowledge of IP addressing, DNS, DHCP, VPNs, firewalls, and Wi-Fi troubleshooting.
• Experience with identity providers like Okta (user provisioning, authentication, MFA) is preferred.
• Strong troubleshooting and diagnostic skills with a methodical approach to resolving issues.
• Experience with remote desktop tools such as RDP, TeamViewer, or similar solutions.
• Ability to prioritize and manage multiple tasks in a dynamic environment.
• Strong communication skills in both Mandarin and English (written and verbal)
• IT certifications (A+, Net+, Sec+) are a plus but not required.
• 3-5 years of help desk or IT support experience, preferably in a fast-paced or enterprise environment.
• Proficiency with Windows and MacOS systems, including troubleshooting, software installations, and updates.
• Familiarity with Google Workspace administration (Gmail, Drive, Meet, etc.) and troubleshooting.
• Basic networking skills, including knowledge of IP addressing, DNS, DHCP, VPNs, firewalls, and Wi-Fi troubleshooting.
• Experience with identity providers like Okta (user provisioning, authentication, MFA) is preferred.
• Strong troubleshooting and diagnostic skills with a methodical approach to resolving issues.
• Experience with remote desktop tools such as RDP, TeamViewer, or similar solutions.
• Ability to prioritize and manage multiple tasks in a dynamic environment.
• Strong communication skills in both Mandarin and English (written and verbal)
• IT certifications (A+, Net+, Sec+) are a plus but not required.

• Should be strong in stakeholder mgmt
• Should be good in communication skills

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.