IT Specialist
Location: Hyderabad, India
ScienceLogic, Inc. is looking for an on-site customer service-oriented IT Specialist to provide efficient and accurate technical support to users. As the front line of the firm, you will address basic technical issues and support various assigned areas, ensuring that customer value meets the company's standards.
Responsibilities:
- Provide hands-on troubleshooting of complex technical issues on ScienceLogic workstations and systems
- Escalate unresolved queries to the next level of support when necessary.
- Track, route, and redirect problems to the appropriate resources.
- Update customer data and generate activity reports.
- Guide customers through problem-solving processes in person or via remote support.
- Follow up with customers, provide feedback, and ensure issues are resolved.
- Utilize excellent customer service skills to exceed customer expectations.
- Ensure proper recording, documentation, and closure of issues.
- Manage hardware and software inventory for end users.
- Recommend and implement procedural improvements.
- Use sound independent judgment to resolve issues quickly and efficiently.
- Maintain and expand your knowledge of desktop support procedures, products, and services.
- Deploy ScienceLogic-issued workstations using automated provisioning systems.
- Manage the onboarding and offboarding of employees.
- Responsible for procuring hardware and managing the logistics for the deployment and return of ScienceLogic-issued workstations
Requirements:
- Proven experience in providing local and remote desktop support.
- Ability to work during designated onsite hours.
- Excellent skills with Windows and Mac desktop operating systems; knowledge of Linux is a plus.
- Proficiency in standard business applications, including the latest versions of Microsoft Office for Windows and Mac.
- Experience managing devices with MDM tools such as Intune and Kandji.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multitasking abilities.
- Willingness to work occasional after-hours.
- Customer service-oriented mindset.
- Network troubleshooting/experience a plus.
- Experience with asset management and optimizing device lifecycle processes.
- BS degree in Information Technology, Computer Science, or a related field.
About ScienceLogic
ScienceLogic is the global leader in hybrid IT monitoring for the network of everything. Over 20,000 global service providers, enterprises, and government organizations rely on ScienceLogic to significantly enhance IT efficiency, optimize operations, and ensure business continuity. ScienceLogic is the first monitoring solution to provide a comprehensive view of all IT components through a single pane of glass, whether they reside in a public cloud environment or on premises. With over 1,500 dynamic management apps and custom dashboarding capabilities, we deliver the scale, resiliency, and automation needed to simplify the constantly evolving task of managing IT resources, services, and applications.www.sciencelogic.com
