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IT Support Specialist - Contractor

6sense

6sense

IT, Customer Service
Pune, Maharashtra, India
Posted on Wednesday, June 5, 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.

The Opportunity:

6sense is looking for an IT Support Specialist - Contractor who is passionate about providing amazing customer experience while delivering outstanding technical support. You will be a customer service and support all-star player, working in a hybrid model while assisting our customers in the office via in-person walkup, support tickets, email, or chat as needed and remotely from home. You love building relationships, both with customers/business partners, and IT team members alike. You are passionate about IT end-user support and have a background in Mac/Windows software and hardware with provisioning/troubleshooting skills. Are hungry and self-motivated to learn enterprise IT from the ground up.

What we’re looking for:

  • 2+ years experience in IT Support professional environment
  • Some experience with support ticket management and tracking
  • Strong customer service, problem solving, and teamwork abilities
  • Outstanding written/verbal communication and interpersonal skills
  • Basic knowledge of Mac OS, iOS, and Android (ACMT preferred)
  • Basic knowledge of Windows 10
  • Network fundamentals (laptop connectivity, VPN, printing)
  • Familiar with Microsoft Office 365 Suite, Gsuite, IM systems and SSO
  • Basic knowledge of audio/video troubleshooting and support
  • Ability to participate in a support schedule that may include after-hours and weekend support. The expectation is to work in a hybrid in-office model.
  • Experience in providing technical support, and a love for solving problems.
  • A high level of professionalism and passion for customer service.
  • A focus on the details, including maintaining and updating IT documentation and procedures.
  • An appreciation of the importance of asset inventory and how to maintain an organized Support team.
  • A love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.
  • An understanding of Security awareness when guarding 6sense data.

In this role, you will:

  • Provide support remotely and in the office during normal business hours. Hybrid work model based in theater offices, we require 3 business days in the office and attendance to all company-wide events, off-sites, FKO, etc.
  • Build and configure new hire laptops
  • Process returned assets and prepare them for reuse/e-waste
  • Handle termination collections (full life cycle)
  • Provision and track loaner systems with global asset management tool
  • Work with employees to perform computer upgrades and migrations
  • Provide first-tier 1 support for AV issues
  • Provide support for large global meetings and events
  • Provide tier 1 basic troubleshooting and root cause analysis
  • Manage ticket queue and all team slack channels
  • Maintain and create documentation/SOP
  • Work with multiple cross-functional business partners
  • Provide VIP services for our Executive Staff/Board
  • Some heavy lifting is required

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 jobs@6sense.com.