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IT Support Specialist



IT, Customer Service
Pune, Maharashtra, India
Posted on Wednesday, June 19, 2024

Our Mission:

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.

We want 6sense to be the best chapter of your career.

What we’re looking for:

  • Minimum of 3 - 5 years' experience in IT Support in a professional environment.
  • Minimum of 3+ years’ experience working in a global company/team dynamic.
  • Strong customer service, problem-solving, and teamwork abilities.
  • Outstanding written and verbal communication and interpersonal skills.
  • Experience using and managing ticket-based enterprise workflow management systems, particularly Freshworks, JIRA, and other Atlassian products, Zendesk, ServiceNow, etc.
  • Extensive Technical knowledge of MacOS, 10.12.x, 10.13.x, 10.14.x, iOS, and Android
  • Advanced knowledge of Windows 10 and 11
  • Basic knowledge of Linux
  • Network fundamentals (laptop connectivity, VPN, printing, troubleshooting 101)
  • Experience administering Microsoft Outlook 365 for Enterprise, IM systems and SSO
  • Experience with video conferencing solutions and support (Zoom, BlueJeans, G-Meet, MS Team, Skype, etc.)
  • Experience with VOIP systems (RingCentral, Dialpad, Hangouts, Salesloft, etc.)
  • Ability to participate in an on-call rotation that includes after-hours and weekend support.
  • Ability to travel to 6sense offices globally as needed.
  • Some heavy lifting is required.

In this role, you will:

  • You will be the customer service and support evangelist, assisting our customers via in- person, support ticket, email, or chat as needed. You will work closely with IT staff to maintain IT support documentation, manage multiple IT queues, and help handle ticket escalations for our global IT Support team. You love building relationships with customers, business partners, and IT team members alike. You are passionate about IT end-user support, have an excellent background in Windows/Mac software, and hardware troubleshooting, and are hungry to learn/grow in an Enterprise IT environment.
  • Perform hardware repairs, upgrades, and migrations, and resolve problems in a timely manner or escalate on behalf of customers to senior technical staff. You will also need to travel to support our distributed offices and locations while supporting endpointsecurity standards (antivirus/firewall/patching/two-factor authentication, in-office events, etc.).
  • Handle system access and maintain user accounts, passwords, data integrity & security while assisting with the onboarding process, prepping and deploying systems, and leading our new hire orientation. All while managing the asset life cycle process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes.
  • Help to evaluate hardware and software solutions and participate in IT projects.
  • Experience in providing technical support in an Enterprise environment and a love for solving problems with a high level of professionalism and passion for customer service.
  • Comfort in working with and supporting all levels of an organization, up to and including company executives.
  • Enthusiasm and desire to learn and continuously develop your technical skills with an appreciation of the details, including maintaining and updating IT documentation and procedures.
  • Extensive experience in documenting the status of cases and providing updates to customers, the global IT team, and leadership. With an understanding of the importanceof inventory management, the asset lifecycle, and how to maintain an organized help desk.
  • Experience in being a part of both a global and local team with a love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.
  • Work in a hybrid environment and visit the office 2+ times a week depending on the business needs

Our Benefits:

Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.

We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.

Equal Opportunity Employer:

6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to