IT Support Specialist II
Betterworks · Bengaluru · onsite · Posted 66d ago
Undisclosed4–9 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
What You ll Be Doing
Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
As the IT Support Specialist II for our internal IT team, you will work with IT leadership to execute a strategy that enables a simple and delightful IT experience for Betterworks employees. You will collaborate on and implement the technical roadmap for IT processes and services that help Betterworks be its most productive, with a focus on automation, simplification, and enablement. Your partnership with internal customers and vendors will be essential to re-imagining the function of IT and unleashing new ways to work with a globally distributed workforce.
- Serve as the primary Tier 1 escalation point and first responder for IT functions via Slack, our ticketing system, and email - providing real-time coverage during the UK/India/US East Coast overlap window
- Triage and resolve Tier 1 incidents using our incident management tooling, escalating appropriately when an issue requires deeper technical ownership
- Directly own IT support, MDM, and patch management for Betterworks employees, ensuring quality and timely resolution
- Fully own the end-to-end laptop lifecycle working directly alongside our vendor in India
- Maintain up-to-date hardware inventory
- Monitor and identify problem trends, propose proactive and well-researched actions to prevent future occurrences
- Day-to-day administration of Okta, Google Workspace, Slack, and other corporate systems owned by IT
- Manage all aspects of the user account lifecycle, including procedures and administration related to onboarding, offboarding, and role changes, ensuring compliance requirements are met
- Participate in a continuous improvement culture; responsible for documentation, standardization, and improvement involving people, process, technology, and helpdesk support services. Regularly update IT knowledgebase, processes, and procedures as needed
- Participate in a customer service culture; responsible for building relationships with stakeholders and end users across all departments, seeking out feedback to ensure were satisfying the needs of the organization
- Contribute to continuous improvement within IT using service management, metrics, self-service, knowledge repositories, and other incident-prevention approaches
- Work alongside IT leadership to implement system changes and execute projects, with occasional direct exposure to wider leadership on cross-functional initiatives
- You love helping people and are empathetic to customer needs
- You have the ability and desire to help others better utilize systems and software
- You have 4+ years of relevant IT experience, including hands-on experience managing both Mac and PC endpoints, utilizing MDM
- You have experience with Google Workspace and are familiar with common SaaS applications such as Okta, Zoom, Slack, and associated productivity tools
- You have exceptional communication, time management, and prioritization skills
- Youre comfortable working a shifted schedule to provide real-time overlap with UK, India, and US East Coast colleagues
- You have an experimental mindset that uses data and metrics to back up assumptions and support decision-making
- You maintain a positive attitude and are a self-starter who is excited about collaborating cross-functionally.
- All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures.
- All employees are required to participate in information security awareness and training programs.
- All employees have a responsibility to handle data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures.
- All employees have a responsibility of reporting information security incidents in accordance with information security policies and procedures.
Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceAutomationIncident ManagementService ManagementContinuous improvementSupport ServicesticketingInformation SecurityHelpdeskperformance management
About Betterworks
Betterworks
Internet
51-200
employees
2013
13 years old
Menlo Park
US
About
Betterworks specializes in enterprise performance management software, aiming to streamline decision-making processes in large organizations through effective collaboration.
Industries
Artificial Intelligence (AI)Enterprise SoftwareHuman ResourcesInformation TechnologySaaSSoftware
Employee ratings
13 reviews
4.3/ 5
Culture
4.7
Career growth
3.0
Work-life
4.6
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