Pivotree Looking for IT Support Analyst at Remote

Pivotree; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as an IT Support Analyst where you'll play a crucial role in enhancing the technology experience for staff. In this dynamic position, you will manage day-to-day IT support, assist with employee onboarding, and maintain office IT infrastructure. Your expertise in desktop support, networking, and customer service will be essential as you troubleshoot and resolve technical issues. This role offers an exciting opportunity to work in a fast-paced environment and contribute to a culture of innovation and inclusivity. If you are self-driven and passionate about technology, this is the perfect opportunity for you.

Qualifications

• 5+ years of experience in end-user desktop support.
• Degree or diploma in a related field is required.

Responsibilities

• Support staff with IT services and equipment, both remotely and in person.
• Document procedures and controls for problem prevention.

Skills

Desktop Support

Windows Environment

Apple macOS

Google G-Suite

Networking

Video Conferencing

Customer Service

Communication Skills

Education

Degree in IT or related field

Diploma in IT or related field

Tools

AD (Active Directory)

WSUS

jamf

Job description

Introduction:
Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will help lead this change over the next decade because we believe a future where technology is embedded intimately into all aspects of our everyday lives can benefit everyone and will shape the interactions with the brands we love. We will help shape the future of frictionless commerce by working together with some of the best brands in the world and some of the best people in the industry to leverage converging technologies that will make it possible to accelerate frictionless commerce faster than ever.

Pivotree provides services focused on the design, implementation, management, and maintenance of complex ecommerce solutions for large enterprises. We provide the technical skills necessary to enable the effective use of technologies combined with the business context to leverage a solution to solve our clients’ business challenges. We strive to fill the gaps in available technology with our own IP to reduce the barriers to adoption.

We enable inclusive, immersive and highly personalized experiences for our clients and their customers. We build our products with a view to productizing and scaling technology to lower the costs and reduce the risks of implementing and managing our integrated solutions. Each of our solutions starts with reliable and reputable e-commerce and MDM platforms, which run on enterprise grade infrastructure that are customized to meet a variety of client needs, situations, and budgets. Over the next 10 years we will add new categories and capabilities that will define frictionless commerce ecosystems.

This is a journey of technology acceleration combined with consumer readiness and adoption. We are looking for people capable of adapting relentlessly to the rapidly evolving world around us.

Position Summary

We are looking for an IT Support Analyst to join the Corporate IT team from our Mumbai office. Our IT team is growing to meet the needs of Pivotree as we transform to become a modern, new age leader in our industry. In this role, we will be looking for an IT Support Analyst capable of working in a fast-paced technology environment. They will be responsible for managing the day to day support of our staff’s IT needs. Specific responsibilities include a variety of operational, maintenance and documentation tasks.

The IT Support Analyst will report to the Director, Information Technology. This position requires someone who is self driven, highly organized and self motivated.

The scope of this role encompasses:

• Employee Onboarding – Provisioning required equipment and tools access for new employees.
• Personal Technology – Supporting laptops, cell phones and peripherals.
• Office IT Infrastructure – Configuration and maintenance of printers, networks, projectors, conference devices, etc.
• Global IT Tools – Managing tools, services and software that everyone in the company needs to perform their jobs. This includes email, instant messaging, video conferencing, telephony, and file storage.

You will need a dedication to customer service and a drive to help others. A successful candidate has the ability to troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

Roles & Responsibilities:

• Supporting our staff in their use of IT services and equipment remotely and in person.
• Recommending and documenting procedures and controls for problem prevention.
• Working independently, sharing information and assisting others with work orders.
• Performing necessary diagnostic and corrective actions for hardware and software problems.
• Responding to, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates.
• Communicating with vendors to improve service or resolve issues.

Key Skills & Competencies:

• 5+ years of experience working in an end-user desktop support role or computer operations environment
• Degree, diploma or equivalent in a related field
• Experience supporting a Windows environment (AD, WSUS)
• Experience supporting Apple macOS environments (jamf a bonus)
• Experience with Google G-Suite admin console
• Experience supporting video-conferencing equipment & software
• Solid understanding of computer networking and web-based technologies
• Good written and verbal communication skills

Pivotree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible workplace.