End User Support Specialist

End User Support Specialist

The Role is a key pillar of the global IT Support team at TripleLift. This role sits within the broader R&D Engineering team. The team collaborates to provide excellent IT support and drive IT projects for TripleLift globally.

The IT Support role will report into the IT Support Lead in India or abroad. This is an internal client facing role that provides IT support to all departments at Triplelift. You'll be deploying your deep technical skills to voluntarily pick and solve tickets through the support system tool and identify areas of improvement. The role is expected to collaborate with the rest of the IT support team that is based globally across different time zones.

Responsibilities

• Install, configure, and support workstation software, hardware, printers and network software and settings.
• Should handle the process of onboarding and offboarding users.
• Analyze staff needs, identify vulnerabilities, and boost efficiency and accuracy.
• Execute systems and network design, documentation, implementation, testing, and administration, and ensure components meet business needs and work together seamlessly.
• Implement applications and software upgrades and troubleshoot any performance issues.
• Train employees in using software and hardware, and provide technical support when needed.

Qualifications & Skills

• Bachelor's degree (or equivalent) in computer hardware/software engineering
• Project management experience with Professional certification such as PMP or Prince
• 2-7 years of experience in IT support preferably in a SAAS / software product company.
• Strong experience in managing SaaS cloud tools such as Microsoft Office 365 and Google Suite.
• Should have experience with MDM tools like Kandji and Microsoft Intune.
• Should have good experience with Identity Access Management, especially with Okta and Microsoft Azure.
• Experience with administrative access to Slack and Zoom, or prior work with these applications, is a plus.
• Excellent troubleshooting, analytical, and problem-solving capabilities
• Deep knowledge of operating systems, current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring tools
• Excellent interpersonal skills
• Ability to maintain confidentiality of company information
• Outstanding oral and written communication skills, including conveying technical concepts
• Excellent organizational skills and attention to detail
• Ability to work across time zones as per team and client needs.