IT Engineer
- Sailpoint Technologies
- 8 - 10 years
- Pune
- 5 months ago
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Job Description
SailPoint, the industry leader in Identity Security, is seeking an experienced and dynamic IT professional to support
SailPoint crew members. This position will be responsible for providing technical support to SailPoint crew members
in their respective region as well as coordinating escalations, logistics and other support needs for team members
globally.
Responsibilities
Be the first point of contact for all technical support issues
Escalate trouble tickets to our infrastructure and development teams as appropriate
Coordinate end user support with other Helpdesk team members or teams
Perform basic Active Directory/O365 administrative tasks
Perform hardware and software maintenance / troubleshooting on all end user equipment
Perform preventative maintenance on equipment and software
Provide support and assistance to local and remote employees
Track and document your work clearly and efficiently
Assist with administering new and existing systems and software
Create documentation of solutions to reported issues, resolution steps, support procedures
Document processes and take inventory of systems
Perform other duties as assigned
The first 30 days, the support specialist will:
Meet the teams and get to know our services and their consumers
Become comfortable supporting their areas of expertise
Make connections within the team and consume knowledge articles to begin to understand the SailPoint way
Expected to gain familiarity with SailPoint s tech stack and the general workflow of how to provide basic
support in the SailPoint environment (password resets, MFA reset, locked accounts, etc).
Should be able to provide support to more basic issues.
By the end of 60 Days, the support specialist will:
Coordinate with end user support and other Helpdesk teams/team members
Confidently address incidents and requests across our spectrum of services
Join meetings as required and support end users across locations and time zones
Independently manage end-user support devices and supporting applications platforms
By the end of 90 Days, the support specialist will:
Contribute to the existing, on-going and new projects/applications
Recommend and apply environmental changes to strengthen our services
Speak confidently to the standards and services the team provides
Effectively coordinate and communicate with cross-functional teams
Display teamwork skills supporting users within a global environment Minimum Requirements:
Experience creating documentation, how to articles or equivalent
Proven troubleshooting abilities with a strong customer service orientation
Ability to effectively prioritize and execute tasks, be organized and manage your time
Ability to exercise good judgement
Ability to setup, install, configure, and troubleshoot basic Windows and Mac applications
Excellent oral and written communication skills
Excellent self-task management skills
Familiarity with setup, install, and configure of Android and iOS devices preferred
Familiarity with automated provisioning tools, service desk software preferred
Customer service oriented
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: Sailpoint TechnologiesLocation(s): Pune+ View Contact
Keyskills: Administration Helpdesk Active directory Workflow Customer service Windows Troubleshooting Technical support Logistics Android
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