Sr. IT Support Specialist

OpenGov; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Healthcare options

Flexible vacation

401(k) with company match

Parental leave

Wellness stipend

Professional development

Catered lunches

Job summary

OpenGov in Pune seeks a Sr. IT Support Specialist who delivers world-class technical assistance to employees, acts as a systems SME, and leads end-user training. This role also writes internal knowledge articles and identifies improvements to processes and tools.

You will mentor the IT Support team, provide VIP support to executives, document processes, manage hardware and software assets, and collaborate on new system deployments. Travel to OpenGov facilities will be required.

Qualifications

• Minimum 3 years in a corporate IT environment.
• Minimum 2 years providing VIP level support.
• Proficient across OSX, Windows, iOS, and Android.
• Familiarity with Okta and identity management concepts (SCIM, SAML, OAuth).
• Proficiency with JAMF endpoint management.
• Experience with Meraki networking.
• Knowledge of Google Apps, Office 365, and Atlassian tools.
• Ability to lift objects weighing up to 50 pounds.
• Experience in an agile work environment.
• Team-oriented mindset.

Responsibilities

• Serve as the primary escalation point for employees seeking technical assistance, 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 AV equipment.
• Execute advanced troubleshooting, remotely and in-person, for hardware and software issues.
• Mentor the IT Support team with technical expertise and process insights.
• Deliver VIP support to the executive team.
• Document IT processes and services and suggest process enhancements.
• Manage hardware and software assets for optimal resource allocation.
• Contribute to project teams for new systems or upgrades.
• Undertake repairs, maintenance, and installations of computer hardware and software.
• Provide comprehensive end-user training and open office hours, plus recorded instructional videos.
• Travel to OpenGov facilities to deliver advanced technical support.

Skills

VIP support

Cross-platform

Problem solving

Team collaboration

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.