IT Support Specialist - India - Chennai (TA-306)
Location
Chennai | India
Job description
Job Type
Full-time
Description About CloudBees CloudBees is powering the continuous economy by offering the world's first end-to-end continuous software delivery management system (SDM). For millions of developers and product teams driving innovation for businesses large or small, SDM builds on continuous integration (CI) and continuous delivery (CD) to enable all functions and teams within and around the software delivery organization to best work together to amplify value creation.
CloudBees is the continuous integration (CI), continuous delivery (CD) and application release automation (ARA) powerhouse built from the commercial success of its products and its open-source leadership as the largest contributor to Jenkins and a founding member of the Continuous Delivery Foundation (CDF). With a globally distributed workforce of more than 500 employees, the company reflects the global nature of the DevOps movement.
We believe in walking the talk! From startups with full-stack developers practicing NoOps to large Fortune 100 companies, CloudBees enables all software-driven organizations to intelligently deploy the right capabilities at the right time.
Over 3,500 of the world's best-known brands and over 50% of the Fortune 500, invest in CloudBees because of its ability to work across any cloud, in any development environment and to balance corporate governance and control with developer flexibility and freedom.
About The Role CloudBees is looking to hire a dedicated IT Support Specialist to support our amazing growth in India. Join an amazing distributed team of professionals and bring your capabilities to the team!
What You'll Do - IT helpdesk monitoring and triage. Monitor and triage IT Helpdesk requests through the ticketing system and escalate Slack Channels and emails.
- Provide excellent customer service by communicating with end-users, understanding technical issues, and ensuring a positive user experience.
- Ensure acknowledgment and updates within defined SLAs.
- Provide technical support and consultation services to end-users with issue identification, reproduction, and resolution.
- Remote users can be supported with remote support tools, allowing troubleshooting issues without being physically present.
- Document support activities, solutions, and troubleshooting steps for future reference.
- Create documentation and guides to help end users understand procedures and troubleshoot issues. Provide training sessions on IT tools and processes.
- Employee and hardware lifecycle management, including onboarding, application provisioning, de-provisioning, and offboarding.
- Provide new and replacement computers to remote company personnel.
- Perform basic troubleshooting of computers.
- Receive and re-condition used computers for re-use or disposal.
- Prepare, store, and ship computers to all users based on the company standard policy.
- Miscellaneous application user support.
- Assist personnel with the configuration of messaging groups, channels (Slack, Google Suite), intranet projects and spaces (Atlassian Jira and Confluence).
- Responsible for general IT operations and user support.
- Collaborate with Engineering Operations and security teams to coordinate IT policies to make effective business decisions.
- Accurately record transactions and processes using a designated tracking software.
- Fully document technical specifications solutions of supported applications, workflow processes, and training material to a non-technical audience.
- Complete work assignments and supports business-specific projects by applying expertise in the subject area.
- Assist with IT support for various Workplace and Corporate Comms initiatives, office moves, A/V & maintenance where needed.
- Create and supplement technical documentation for end users and team members.
- Stay updated on new technologies and best practices to adapt to evolving IT environments and provide effective support.
- Enforce security policies and educate users on best practices for maintaining the security of systems and data.
Role Requirements - Strong customer service skills, including verbal and written communications; customer-focused with the ability to communicate with management, co-workers, and customers effectively.
- Superior time management skills, including a sense of urgency and a proactive approach.
- Experience administering SaaS applications like Google Workspace, Atlassian, Okta, Slack, JumpCloud, and CrowdStrike Endpoint.
- Hands-on experience working and supporting Mac and Windows OS.
- Capable of managing multiple tasks/ projects simultaneously.
- Excellent analytical and problem-solving skills.
- Demonstrated ability to work independently and in a team environment.
- Self-motivated to research resolutions to technical issues independently and learn new technologies with limited guidance.
- Flexibility to work during the holidays and an on-call rotation.
- Able to lift up to 25 pounds.
- Inventory new or returned computer hardware and willingness to send and receive computer hardware via the major carriers (FedEx, UPS, etc).
Qualifications - Prior experience providing technical customer support or demonstrating a technical and customer-centric attitude.
- Prior experience in the administration of Google Suite, Slack, Atlassian, and MDM.
- Professional Background / Skills:
- Bachelor's degree in Computer Science or related degree or related experience required.
- CompTIA A+ certification is a plus.
- 2+ years of relevant technical experience in a Help Desk, System Admin, or Desktop Support role.
- Strong Knowledge of Google Suite, Atlassian, Okta, and JumpCloud administration.
- Strong Knowledge of scripting languages (Python, Google Script, etc) is a plus.
- Strong computer aptitude and understanding of IT concepts, operating systems, business applications, and network systems.
- Experience in software development and knowledge of scripting languages.
- Strong ability to evaluate the impact of new needs, as well as associated applications, systems, and processes.
- Strong ability to work both individually and in a team environment.
We're invested in you! We offer generous paid time off to allow our employees time to rest, recharge and to be present with family and friends throughout the year. At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers.
Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization. In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere.
Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem-solving and better solutions for our customers and their businesses.
Scam Notice Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of CloudBees. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that CloudBees will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, CloudBees will never send you a check for any equipment prior to employment.
All communication from our recruiters and hiring managers will come from official company email addresses (@cloudbees.com) or from Paylocity and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent CloudBees and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [HIDDEN TEXT].
We take these matters very seriously and will work to ensure that any fraudulent activity is reported and dealt with appropriately. If you feel like you have been scammed in the US, please report it to the Federal Trade Commission at:
In Europe, please contact the European Anti-Fraud Office at:
Signs of a Recruitment Scam - Ensure there are no other domains before or after @cloudbees.com. For example: 'name.dr.cloudbees.com'
- Check any documents for poor spelling and grammar – this is often a sign that fraudsters are at work.
- If they provide a generic email address such as @Yahoo or @Hotmail as a point of contact.
- You are asked for money, an 'administration fee', 'security fee' or an 'accreditation fee'.
- You are asked for cell phone account information.
- You are asked to cash a check for 'equipment' prior to start.
- You are offered a job offer immediately or without an interview.
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