Desktop Support Technician (Contractual)

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies and having fun along the way. 

We are looking for a Desktop Support Technician to join our Global Service Desk team in Bangalore reporting to the director of Global Service Desk (GSD) in Bengaluru, India. In this role, you will own end-to-end IT support for the APJ region, providing frontline user support for desktop and laptop computers, applications, mobile devices, and related technology. You will also respond to inquiries; complete end-user asset management; set up local and remote new hires; build user accounts, email accounts, and all related system access and roles, and image and deploy computers and supporting systems. This is an exciting opportunity to learn multiple IT support technologies and processes, including client computing, IT asset management, global service desk operations, and front-ending site support. 

The ideal candidate is a self-motivated, customer-focused strong multi-tasker who has strong communications skills, can process a significant number of support requests, and change gears quickly. You have sharp analysis and troubleshooting skills and are an expert at managing relationships with your stakeholders and vendors. 

What you’ll do:

• Provide day-to-day IT support to local, remote, and global users through multiple methods, including an online ticketing system, in-person, email, and instant messaging
• Assist staff with installation, configuration, and ongoing usability of laptop computers as well as peripheral equipment and software
• Coordinate and manage the entire new hire IT process, including imaging, building, and setting up new user accounts and deploying and supporting new employees’ computers
• Collect equipment from departing employees and add it to the tracking database
• Maintain user accounts in programs such as AD, SSO, etc.
• End-to-end IT asset management for the entire region
• Collaborate and participate in all important meetings across the globe as needed
• Assist in all IT-related projects on the site and manage end-to-end VIP support
• Manage all unified communication devices and their products in the region in coordination with IT infra and IT infosec teams 

What you’ll bring:

• 3 to 5 years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, and customer support
• Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems
• Ability to manage IT end-user asset management for the region
• High level of expertise in Mac and Windows hardware and software support
• Strong knowledge of MS Office, Office 365/Outlook, and Google Apps for work
• Strong knowledge and experience with help ticketing systems such as ServiceNow
• Demonstrated proficiency with Active Directory and remote control support tools
• Strong troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting
• Extreme customer focus in all aspects of work
• Demonstrated ability for supporting DUO, Okta, ZOOM, Cisco VPN preferred
• Demonstrated ability with Endpoint Management platforms like MS Intune and Jamf preferred
• 100% commitment to IT security- and compliance-related tasks and responsibility 

What success looks like:

After six months you will…

• Work independently on all L1 and L2 ticket resolution
• Achieve all GSD SLAs on response time, resolution time, mean time to resolve a ticket, and first-day resolution
• Be able to work on asset management requirements individually
• Work on endpoint remediation with 100% remediation success in a given time
• Become site SPOC to conduct IT onboarding for new hires and take care of new hire IT requirements 

After about a year you will…

• Contribute to GSD initiatives and projects like knowledge base creation and automation enhancement
• Contribute to overall service delivery enhancements like incident trends
• Collaborate with various stakeholders like HRIS, Procurement, and Finance on various IT support enhancements
• Access and contribute to client computing platform services
• Provide guidance and consultation to new engineers
• Participate in rotational on-call responsibilities as applicable 

Note: This is a contractual role for up to 12 months, however, an extension to contract is subject to business requirement and individual performance during the existing contract.