Sr. IT Support Specialist

OpenGov; India; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Healthcare options

Flexible vacation policy

401(k) with company match

Parental leave

Wellness stipends

HSA contributions

Professional development

Catered lunches

Job summary

OpenGov seeks a Sr. IT Support Specialist to deliver world class technical support to employees and become a subject matter expert on OpenGov systems.

You will lead end-user training, author internal knowledge articles, and drive enhancements for processes and tools. You will serve as the primary escalation point, mentor the IT team, and provide VIP support to executives while maintaining in-office presence across sites.

Qualifications

• Minimum 3 years in a corporate IT environment.
• Minimum 2 years of VIP level support.
• Proficiency across OSX, Windows, iOS, and Android.
• Familiarity with Okta and Identity Management (SCIM, SAML, OAuth).
• Proficiency with JAMF for endpoint management.
• Networking tools experience, especially Meraki.
• Experience with teleconferencing equipment.
• Knowledge of Google Apps, Office 365, and Atlassian tools preferred.
• Experience in an agile work environment.
• Ability to lift objects up to 50 pounds.
• Proactive problem-solving and hands-on mindset.
• Team-oriented and cross-department collaboration.

Responsibilities

• Serve as primary escalation point for technical assistance in-person, chat, and email.
• Maintain in-office presence five days a week to address requests promptly.
• Oversee office systems including teleconferencing, networking, and AV equipment.
• Perform advanced troubleshooting remotely and on-site with probing techniques.
• Mentor IT Support team with technical expertise and process insights.
• Deliver VIP support to the executive team.
• Document IT processes and services; suggest improvements.
• Manage hardware and software assets for optimal resource use.
• Contribute to project teams for new systems or upgrades.
• Undertake repairs, maintenance, and installations of hardware and software.
• Provide end-user training through open office hours, one-on-one sessions, and recorded videos.
• Travel to various OpenGov sites for advanced support.

Skills

VIP support

End-user training

Documentation

Team collaboration

Multi-platform support

Problem solving

Agile environment

Proactive attitude

Tools

Okta

JAMF

Meraki

Google Apps

Office 365

Atlassian tools

Job description

Job Summary

The Sr. IT Support Specialist will provide world class technical support to OpenGov’s employees, as well as becoming a subject matter expert on OpenGov’s systems. This position entails addressing advanced technical challenges, lead end-user training activities, and authoring internal and end-user knowledge repository articles, as well as actively identifying enhancements for organizational processes and tools.

Responsibilities

• Serve as the primary escalation point for employee seeking technical assistance, providing support in-person, via chat, and email
• Maintain in-office presence five days a week to promptly address support requests.
• Oversee the upkeep of office systems, including teleconferencing equipment, networking infrastructure, and audio-visual equipment
• Execute advanced troubleshooting, both remotely and in-person, employing probing techniques and targeted questioning for hardware and software issues
• Share technical expertise and process insights to mentor the IT Support team.
• Deliver exemplary VIP support to the executive team
• Document IT processes and services, proactively suggesting process enhancementsManage assets for hardware and software, ensuring optimal resource allocation
• Contribute to project teams, ensuring the successful implementation of new systems or upgrades
• Undertake repairs, maintenance, and installations of computer hardware and software
• Provide comprehensive training to end-users on IT systems, offering open office hours, one-on-one sessions, and creating recorded instructional videos
• Travel to various sites as required to deliver advanced technical support to OpenGov facilities

Requirements and Preferred Experience

• Possess a minimum of 3 years or prior experience in an corporate, IT-related environment.
• Possess a minimum of 2 years of experience providing VIP level support
• Demonstrate proficiency across multiple platforms, including OSX, Windows, iOS, and Android
• Familiarity with Okta and an understanding of modern Identity Management processes and protocols, including SCIM, SAML, and OAuth
• Proficiency in endpoint management systems such as JAMF
• Competence in networking tools, particularly Meraki
• Experience with teleconferencing equipment
• Working knowledge of Google Apps, Office 365, and Atlassian tools preferred
• Functional experience in an agile work environment
• Capability to lift objects weighing up to 50 pounds
• A proactive problem-solving approach with a hands-on attitude
• Embrace a team-oriented mindset, collaborating seamlessly across departments to continually enhance our employee support services

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities
• A collaborative office environment with weekly catered lunches.