Better

IT Support Technician, Life Cycle Management

Better

full-time

Posted on:

Location Type: Hybrid

Location: Gurugram • 🇮🇳 India

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Job Level

JuniorMid-Level

Tech Stack

MacOSTCP/IPVoIP

About the role

  • Overall responsibility for the service desk, ensuring that all the requests for the IT support are acted in accordance with service desk procedure and priorities.
  • Support OS X and Windows users (e.g. software installs and VPN troubleshooting)
  • Provision, manage, and repair of employee's laptops
  • Facilitate Better employee onboarding and offboarding processes.
  • Enforce best practices of office IT security
  • Provision and support of VOIP telephony and telepresence equipment
  • Support wired and wireless networks
  • Create documentation for frequently asked questions
  • Asset management and procurement
  • Escalate to L2/L3 appropriately
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Perform user account management activities
  • Escalate complex problems to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products
  • Troubleshoot client software and basic network connectivity problems
  • Identify, evaluate and prioritize customer problems and complaints
  • May train users and operators on a limited basis and/or may write training procedures
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Create all required documentation including standards, configurations, and diagrams.

Requirements

  • 1-2 Years Experience
  • Familiar with Active Directory
  • Flexible with working hours
  • Basic networking knowledge (OSI network layers, TCP/IP) required.
  • Preference for those who have worked for regulated companies
  • Fluent in English (Orally & Written)
  • Familiar with Help Desk ticketing systems
  • Preference for those who have worked with overseas IT offices in the past
  • Experience with Saas management
  • Understanding of working in a cross-platform (Windows and macOS) environment is a plus.
  • Office 365 experience is a plus.
  • Okta / Jumpcloud / Kandji / Intune experience a plus.
Benefits
  • Experience our comprehensive office perks, including daily meals and transport facility for commuting to and from the office, available for all employees coming to the office.
  • Our comprehensive medical plan is available for you, your spouse and dependents.
  • Employees are covered under Mediclaim, Group Term life insurance and Accidental insurance.
  • Experience flexibility with our night shift allowance, work from home allowance and transportation allowance, where applicable.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT supportremote desktop supportuser account managementnetwork troubleshootingsoftware installationVPN troubleshootingasset managementSaaS managementdocumentation creationproblem diagnosis
Soft skills
flexibilitycommunicationtrainingproblem recognitioncustomer serviceteam collaborationorganizational skillsanalytical skillsprioritizationfollow-up