IT 支持专员
IT Support Associate
我们是一家快速发展的SaaS公司，正在改变金融科技应用开发（非OMS）的格局。我们正在寻找一名IT支持专员，有为美国用户提供建议的支持经验，具备强大的硬件和软件问题排查能力（桌面和云应用）。这是一个以客户支持为核心的角色。你将作为小型用户群（少于50名用户）的主要联系人和问题分类人员。对问题进行及时排查和解决，并与多个供应商合作实现用户的积极结果是这个职位成功的关键。需要承担一些基础系统管理职责，同时有很多机会扩展你的知识并提升技能。
该职位向CISO汇报。你必须喜欢在一个小而协作的团队中工作，专注于构建世界级的应用平台。如果你热衷于塑造金融科技的未来，这正是适合你的工作。
职责：
- 完成所有IT事件和服务请求。
- 分类事件，确定优先级，并遵守SLA。
- 使用远程支持工具诊断、排查和解决与软件、硬件、网络和外设相关的终端用户问题。
- 在Entra ID中进行用户和组管理，包括入职和离职流程。
- 在IT工单系统中准确、及时、全面地记录所有事件、请求和采取的措施。
- 与基础设施和工程团队合作，确保问题顺利解决并提供无缝的用户体验。
- 协助处理与网络相关的问题，包括连接性和Wi-Fi设置。
- 遵守并执行IT安全政策，并根据需要提出改进建议。
- 设计新的并建议改进现有的用户支持流程。
要求：
必须具备：
- 在纯远程环境中，具有台式机和笔记本电脑（硬件、软件和外设）排查的实操经验。
- 出色的客户服务技能，能够在专业服务环境中清晰地向非技术人员传达技术概念。
- 优秀的书面沟通和文档编写能力。
- 工作时间需在美东业务时间内。
- 熟悉Windows和Mac OS及软件。
- 具备Microsoft/Office 365、Azure AD/Entra ID和Intune的经验和管理能力。
- 有为企业用户提供支持的经验
查看英文原文
We are a fast-growing SaaS company that is changing the FinTech application development (non-OMS) landscape. We are looking for an IT Support Associate who has experience providing remote support for US-based users, with a strong aptitude for troubleshooting hardware and software issues (desktop and cloud applications). This is a heavy customer-support centered role. You will be the primary point of contact and triage for a small user base (under 50 users). A natural affinity for troubleshooting and resolving issues in a timely fashion and working with multiple vendors to achieve positive outcomes for our users are the keys to success in this role. Some basic systems administration duties will be required, with plenty of opportunity to expand your knowledge and improve your skillset.
This role reports into the CISO. You must enjoy working in a small, collaborative team that is focused on building a world-class application platform. If you are passionate about shaping the future of FinTech, this is the job for you.
Responsibilities:
- Manage all IT incidents and service requests to completion.
- Triage incidents, determine priority, and uphold SLA’s.
- Utilize remote support tools to diagnose, troubleshoot and resolve end-user issues related to software, hardware, network, and peripherals.
- User and group administration in Entra ID, including onboarding and offboarding.
- Maintain accurate, timely, and comprehensive records of all incidents, requests, and actions taken in the IT ticketing system.
- Collaborate with infrastructure and engineering teams to ensure smooth resolution of issues and a seamless user experience.
- Assist with network-related issues, including connectivity, and Wi-Fi setups.
- Uphold and enforce IT security policies and recommend enhancements as needed.
- Design new and recommend improvements to existing user support processes.
Requirements:
Must Have:
- Proven desktop & laptop (hardware, software & peripheral) troubleshooting experience in a remote-only environment.
- Exceptional customer support skills with the ability to communicate technical concepts clearly to non-technical users in a professional services context.
- Excellent written communication and documentation skills.
- Work shift will be during US business hours.
- Thorough understanding of Windows and Mac OS & Software.
- Microsoft/Office 365, Azure AD/Entra ID, & Intune experience & administration.
- Experience supporting users with enterprise applications such as the Microsoft Office Suite, video conferencing and communications applications.
- Experience with IT incident management tools and systems.
- Ability to manage time effectively, prioritize tasks, and meet deadlines.
- A proactive approach to problem-solving with strong decision-making skills.
- Experience with centrally managed software updates and security patching.
- Strict adherence to data privacy and security standards.
- 3+ years of experience as a full-time IT professional.
- 2+ years of experience providing desktop support to an enterprise organization.
Nice to Have:
- Previous experience working in a multicultural or international support setting.
● PowerShell experience.
Education:
Bachelor’s degree in a relevant field of study, commensurate experience, or certifications.
Originally posted on Himalayas