We help businesses worldwide expand their software development operations with our unique offshore model. That's what we do best and it's what we love to do. With 250+ employees across Bangalore, London, Krakow, and Sydney — and 20 new hires every month, we're growing fast and only want the best to join us. Do you think you have what it takes to be a Scaler? Come and join an unstoppable team.
We are looking for a talented and experienced IT Technical Support Specialist to help us in providing technical assistance and support to end-users within the organisation. You will be responsible for addressing and resolving various IT-related issues to ensure the smooth operation of computer systems and networks.
ROLES AND RESPONSIBILITIES:
- Address user tickets regarding hardware, software and networking
- Maintain the Asset Tracking system.
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Setup devices and assets for new joinees.
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customise desktop applications to meet user needs
- Direct unresolved issues to the next level of support personnel
- Follow up with Clients/Partners users to ensure their systems are functional
- Help create technical documentation and manuals
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritise and manage several open issues.
- Acts as expert for infrastructure teams in the plan, design, and delivery of IT solutions.
- Acquiring new software and hardware, negotiating service contracts, and building relationships with vendors and service providers
- Coordinating and Implementing of Monthly Patching of all Devices using Jumpcloud
- Ability to speak to a non-technical audience about technical problems.
- Participate in identifying, troubleshooting & mitigating issues on Operating systems in a timely and accurate fashion.
SKILLS AND COMPETENCIES:
- Should have a overall 5-7 years of experience
- Should have minimum 1 year of System Security and Administration experience.
- Proven work experience as a Technical Support Engineer, IT Administrator, Desktop Support Engineer or similar role.
- Hands-on experience with Windows/Mac OS advanced troubleshooting.
- Experience in administering SaaS tools like Gsuite, Slack, Notion, etc.
- Good knowledge of current hardware and software across various devices.
- Experience with working and troubleshooting on MDM solutions (JumpCloud)
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot technical issues.
- Familiarity with remote desktop applications and help desk software.
- Big advantage if you have worked in a company that is ISO 27001 certified.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
SPECIAL REQUIREMENTS FOR THE ROLE:
- Bachelor’s / Master’s Degree in Information Systems or a similar technical experience is a huge advantage
- Practical experience in providing IT technical support is highly valued
- In-depth knowledge of Information Systems and Software, ISO
- Proficiency in troubleshooting hardware, software, and network issues.
- Knowledge of operating systems (e.gWindows, macOS, Linux) and their configurations.
- Ability to work and communicate clearly and efficiently with cross-functional teams and working with an international team is an added advantage
