IT Support Specialist at Zuora

Company OverviewAt Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.The Team & RoleWe are seeking a skilled and customer focused IT support specialist to join our team in Chennai. The ideal candidate will provide exceptional technical support to all users located in country. This role requires a combination of technical expertise, strong communication skills and a proactive approach to problem-solving. We are continually driving the implementation of new technologies to bring our work environment to the future which requires a team ready to take on new challenges. Be a part of a growing company poised for growth and an energetic engaging team!Our Tech Stack: MacBooks, Windows laptops, Zoom/Neat technology, Google Workspace, Slack and a variety of applications running on our employee’s clients.What you’ll do

Duties in this role include:
Service Desk
- Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
- Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue
- Research technical solutions in department specific applications
- Diagnose, troubleshoot and resolve laptop, account and mobile issues
- Follow up with end users, provide feedback, and see problems through to resolution
- Support multiple locations and must be versed in providing remote support
- Adhere to service level agreements and targets
- Document procedures and develop end user instructions
Site Support
- Provide in-office and walk-up help desk support for local staff
- Comfortable with supporting Zoom rooms and equipment
- Support 3rd party site technicians as needed (telcos, workstation techs, other technical dispatches, etc.)
- Manage on-premise hardware inventories
- Provision, recover and redeploy laptops and peripherals
- Provide back-up support for Service Desk as required.
On/Off-Boarding
- Process new hire requests, image and deploy laptops to new hires
- Perform New Hire Orientations
- Process off-boarding requests, asset and license recovery, and machine reimaging
Account Administration
- Seek and document approvals and create user accounts as requested for both new hires and ad-hoc requests
- Terminate access as require for both scheduled and unscheduled termination as well as ad-hoc non-termination based account reductions and eliminations
- Participate in and support audit activities, including but not limited to SOX and internal and external audits
Hardware Support
Install, configure, repair and maintain computers, desktop operating systems, software, and peripherals
Troubleshoot network and remote access connectivity issues
Knowledge of iPads, iPhones, Android
Productivity and Application Support
G-Suite (Docs, Sheets, Slides, Mail, Calendar)
Microsoft Office Suite (Word, Excel, Power Point, Outlook)
Other workstation and cloud applicationsCollaboration Tools and Conference Rooms
Slack, Zoom, G-Suite
Audio Video and collaboration hardware (cameras, screens, microphones)
Conference Room schedulers
Asset Management
Keep up-to-date records on all IT related hardware and maintain the inventory database and related records
Ensure software license compliance
Project & New Technology Support
Assist with documentation for Support Team members and IT customers
Provide elevated post-launch support

Your experience

3-5 years of hands on IT Helpdesk & Desktop Support experience required
Ability to support Executives and their Executive Admins
Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
Excellent customer service skills
High energy and ability to work independently in a very fast growth environment
Experience supporting a large heterogeneous SaaS environments including Okta, G-Suite, Workday, Salesforce, JAMF, Concur, etc
Extensive knowledge and hands-on experience with Mac and Windows systems, as well ask desktop/laptop and mobile device management solutions
Ability to effectively and efficiently troubleshoot hardware and software issues
Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
Ability to communicate effectively, verbally and in writing with all levels of an organization
Self-sufficient, self-managed, self-motivated, must be effective working independently, but also as a member of a team
Flexibility in work hours may be required to work in shifts.
Must be able work in a Zuora office as required
Must have good people skills, working directly with end users in person, via chat and remotely
Possible participation in a rotation to provide after-hours, weekend, or holiday on-call coverage

#ZEOLife at ZuoraAs an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
Medical insurance
Generous, flexible time off
Paid holidays, “wellness” days and company wide end of year break
6 months fully paid parental leave
Learning & Development stipend
Opportunities to volunteer and give back, including charitable donation match
Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.Location & Work ArrangementsOrganizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.Our Commitment to an Inclusive WorkplaceThink, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.

IT Support Specialist

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