Triage Support Specialist

Hi ..!!!

Greetings from Highpoints Technologies India Pvt Ltd.

We are hiring for Triage Support Specialist

We are looking for immediate joiners

Job Location:Gurgaon

Employment Type: Contract

Experience: 3+years

Candidate Profile:

Our ideal candidate will have:

3+ years of experience in an end-user support role

A strong desire to grow technically

Hands-on familiarity with macOS & Apple hardware administration

Hands-on familiarity with Windows / PC environments

A naturally strong diagnostic/troubleshooting process, with significant

experience troubleshooting real, end-to-end technical issues

The ability to clearly communicate complex technical topics to a wide range of

employees in both verbal and written form

A naturally calm and empathetic demeanor under pressure, combined with the ability to concurrently solve multiple issues in real-time

Experience with our tech stack is preferred:

macOS, Windows 10, VoIP, Zoom, Slack, Confluence, JIRA, Google

Apps, Okta, JAMF, Meraki, Oomnitza

Experience working independently and part of a team to provide an

exceptional employee experience

Position Expectations:

Help our colleagues maximize their abilities through the effective use of

technology: investigate their issues and escalate to the appropriate team

when necessary

Provide training for colleagues and develop self service resources where

possible

Lead weekly new hire IT orientations and assist with day 1 onboarding

logistics

Participate in on-call support rotations

Provide support triage steps to end users across ticket, in-person, chat, email, video, and phone channels

Maintain detailed documentation of work completed, using the information gathered to develop self service knowledge bases and improved user guides

Effectively and efficiently manage the software license requests and approval process

Ability to work a flexible schedule (evenings, nights and holidays based

off of the business need)

Success Measures:

The IT Support Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities:

Maintain an accelerated personal growth path:

In 3 months you'll be fully up to speed on the services and technologies

we deploy and maintain, having the ability to independently handle day

to day IT tasks

Within 6 months you'll be actively developing novel solutions to

inefficient processes and problems

By 12 months you'll be thinking largely in terms of efficiency and have

the skills necessary to execute on your ideas of process and automation

improvements

Customer Service: Provide an unparalleled customer experience by offering

top-notch technical support, creating easy to follow self service resources, and workflow automations for our colleagues

Communication: Successfully communicate team challenges and support

solutions internally and externally, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences

Research: Collect and analyze feedback from both our internal customers as well as our systems to better understand our clients needs and inform automation/optimization efforts.