Desktop Support

eGain Corporation - Sunnyvale, CA

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

About eGain eGain’s cloud-based customer engagement platform powers digital-first experiences for leading brands like LL Bean, Lands’ 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 365).    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 365).   Responsibilities: Provide professional practical hands-on support to a variety of customers to ensure that technical faults and/or requests are handled well. Support 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 required. Fixing/replacing parts in desktops, laptops, printers. Provide assistance and support regarding the local phone system. Liaise with external suppliers and support agencies for the ongoing support and maintenance of relevant hardware and software. Ensure that all work and changes are performed in such a way as to minimize all disruption to existing business use. Assist in keeping track of the eGain infrastructure assets and ensure that the infrastructure and data is kept secure at all times. Perform activities in a productive, timely and effective manner. Liaise 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 timelines. Undertake additional duties as required by the IT Manager. Create reports and prepare concise documentation. Establish and maintain effective relationships with coworkers across departments   Requirements: Can-do attitude. Experience in a Customer Support role or similar IT-related role Comfortable working with employee support requests either by phone, emails, or office walk ups. First line server & infrastructure troubleshooting. Windows system administration and OS install experience. Active directory administration. Quick learner of new technical concept and new software. Excellent communication skills and attention to details. Strong analytical, troubleshooting and problem-solving skills. Must be able to work effectively and collaboratively with team members across geographies and across different organizational groups. Remote screen sharing experience. Hard drive imaging experience Mobile phones setup and support MAC OS familiarity Hypervisor VM creation and administration Amazon AWS / Azure experience Basic BASH/PowerShell scripting

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