IT Support Engineer

We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps brands deliver this modern customer service experience through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to a revolutionary in-app experience that allows users to interact with Brands on their own time. Through our market leading AI, chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers empowering them to solve more problems and delight more customers. Companies such as Scopely, EA, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery.

About the team:

The IT team provides internal systems management and end-user support for our colleagues based out in India, the US, and other remote locations. The IT Support Specialist will work closely with other team members to grow our enterprise systems, test and implement new technologies, and provide world-class support for our end users.

About the Role:

We are hiring an enthusiastic IT Support Engineer to serve as the first point of contact for internal team members facing technical issues. This is an entry-level role perfect for freshers who are passionate about tech, eager to learn, and ready to kickstart their career in IT operations. You will get hands-on experience handling user tickets, setting up macOS and Windows systems, and managing user access.

Key Responsibilities

• L1 User Support: Act as the first line of help for colleagues, helping them troubleshoot basic laptop, OS, software, and internet connectivity issues.
• Ticket Handling: Log, track, and resolve daily IT support tickets for local and remote employees in a timely manner.
• Onboarding & Offboarding: Assist with setting up new joiner laptops, creating user accounts, and safely revoking access and reclaiming laptops during exit offboarding.
• Office Tech Assistance: Help staff with physical IT equipment around the office, including meeting room AV displays, printers, and Wi-Fi connections.
• Documentation: Learn and assist in updating IT user guides, common FAQs, and standard operating procedures.

Requirements

• Educational Background: Bachelor's degree or diploma in computer or a related field freshers also welcome.
• OS Basics: Sound understanding of how macOS and Windows operating systems work.
• Core Technical Concepts: Basic knowledge of networking fundamentals, IP addresses, Wi-Fi, user accounts, and cloud software.
• Tool Awareness: Exposure to or willingness to learn Microsoft Intune, Google Workspace, Azure AD, Slack, and Jira, Confluence.
• Security Concepts: Basic understanding of antivirus software and enterprise security tools like CrowdStrike or Palo Alto Networks.
• Shift Readiness: Flexible and ready to work 9-hour onsite shifts.
• Soft Skills: Strong communication skills and a customer-first, problem-solving mindset must.

Benefits

• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.