Desktop Support

eGain Corporation - Sunnyvale, CA

Desktop Administrator,Desktop Support Engineer,Technical Support Agent,Customer Support Associate,

About eGaineGainrsquos cloud-based customer engagement platform powers digital-first experiences for leading brands like LL Bean Landsrsquo End Comcast and CVS Built on deep scalable technology in AI Knowledge and Analytics eGain stands out as the most open innovative and comprehensive suite for omnichannel service at scale We partner with Amazon Apple Facebook Cisco and Twilio to offer next-generation customer experience automation Job Description Assist in supporting the IT infrastructure of eGain by providing day-to-day Desk Top IT support administration and maintenance on a variety of hardware software and network products in an information technology infrastructure environment The role would mainly focus on eGain employee support in a Microsoft environment Windows 10 Office 2016 Windows Servers and Office 365nbsp nbspJob DescriptionAssist in supporting the IT infrastructure of eGain by providing day-to-day Desk Top IT support administration and maintenance on a variety of hardware software and network products in an information technology infrastructure environment The role would mainly focus on eGain employee support in a Microsoft environment Windows 10 Office 2016 Windows Servers and Office 365nbspResponsibilitiesProvide professional practical hands-on support to a variety of customers to ensure that technical faults andor requests are handled wellSupport and monitor existing infrastructure perform preventative maintenance work backup and perform other regular support activities to ensure effectiveness and to provide cover on such tasks when requiredFixingreplacing parts in desktops laptops printersProvide assistance and support regarding the local phone systemLiaise with external suppliers and support agencies for the ongoing support and maintenance of relevant hardware and softwareEnsure that all work and changes are performed in such a way as to minimize all disruption to existing business useAssist in keeping track of the eGain infrastructure assets and ensure that the infrastructure and data is kept secure at all timesPerform activities in a productive timely and effective mannerLiaise with colleagues and partners in an appropriate manner keeping users up to date with progress and setting expectations with regards to appropriate courses of action and timelinesUndertake additional duties as required by the IT ManagerCreate reports and prepare concise documentationEstablish and maintain effective relationships with coworkers across departmentsnbspRequirementsCan-do attitudeExperience in a Customer Support role or similar IT-related roleComfortable working with employee support requests either by phone emails or office walk upsFirst line server amp infrastructure troubleshootingWindows system administration and OS install experienceActive directory administrationQuick learner of new technical concept and new softwareExcellent communication skills and attention to detailsStrong analytical troubleshooting and problem-solving skillsMust be able to work effectively and collaboratively with team members across geographies and across different organizational groupsRemote screen sharing experienceHard drive imaging experienceMobile phones setup and supportMAC OS familiarityHypervisor VM creation and administrationAmazon AWS Azure experienceBasic BASHPowerShell scripting

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