The Job

Own is looking for a passionate, dedicated, and highly motivated IT Support Engineer to join IT Department.

As an IT Support Engineer at Own you will be responsible for providing IT & Audio Visual support to internal staff. This role is the first line of contact when a user reports an issue. This function requires quick thinking, a level of calmness and ability to problem solve in a fast paced environment. Communication, proper expectation setting and the hunger to reach a successful case resolution is paramount.

This position requires you to work from our Hyderabad office 4 days a week.

Your Day-to-Day Role

• Monitor the Service Desk system, identify the priority level of the Service Desk requests/tickets received and solving issues or reallocating to colleagues/raising with senior members of the team where applicable
• Providing IT and AV support to end users locally and international sites on all local IT hardware and software issues.
• Support for 700+ Mac users globally on laptops, including monitors, tablets, printers, peripherals, and applications.
• Computer and data security, including encryption and anti-virus updates.
• Installing, configuring and maintaining local IT hardware and software according to policies in place.
• Identifying the cause of hardware and software failures and providing corrective action to rectify the problem.
• Identifying solutions which will reduce or eliminate the re-occurrence of hardware and software problems.
• Troubleshoot, repair, maintain, install and manage desktop, laptop and mobile computing devices.
• Assist with audio/visual hardware setup and break down, along with conference rooms and video conferences support
• Training users on basic macOS and application use.
• Conduct employee on-boarding ensuring new staff is ready to work on day one
• Conduct day to day support activity with a level of urgency and commitment to SLA’s
• Help with quoting and ordering equipment through IT suppliers
• Strong team player and proactive communicator with service-oriented attitude and customer focus
• A commitment to collaborative problem solving and customer service quality is essential

Your Work Experience

• A minimum of 1 years experience supporting a Mac environment within an enterprise business environment
• Previous experience supporting large organizations with offices in multiple geographies
• Working Knowledge of Zoom, Slack, Okta and G-Suite applications.
• Working Knowledge of Jira Software - advantage
• Conference Room and AV technology experience
• Working knowledge of Networking
• Process oriented, but flexible around business needs.
• A self-starter with good task and time management skills.
• Exhibits courtesy, tact, consideration, teamwork, and discretion in all interactions with staff and with the public.
• Has the ability to operate with a limited level of direct supervision. Can exercise independence of judgment and autonomy
• Excellent communication and writing skills with the ability to explain complex topics in easy-to-understand and concise language with all levels of employees

Must Have Skills:

• Jamf 100 Qualified
• Well-versed in Mac OS and Apple iOS
• Experience working and supporting with Zoom Rooms

Important Details

This is a full-time position. The ideal candidate will work out of our Hyderabad office to maximise collaboration and interaction with business. Travel may be required.

Own is dedicated to creating an environment where employees thrive. It’s why we provide every employee with unlimited holiday, private health insurance, and a pension plan.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an equal opportunity employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

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