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Company Name : Pegasystems
Location : Bengaluru, Karnataka
Position : User Support Technician
Job Description : Meet Our Team:
Pega is on the cutting edge of technology; this is your chance to get your hands-on leading technologies and solve interesting problems. The User Support Services team is dedicated to providing superior, end-user experiences to over 6000 Pega users across the globe.
Picture Yourself at Pega:
As a member of User Support Services, the Senior User Support Technician will analyze and resolve routine to complex problems while providing a positive customer journey. This role will help you expand and strengthen your skillset in a variety of areas, including Desktop OS, messaging, networking, cloud applications, and various hardware configurations, while exposing you to the core and industry-leading IT infrastructure.
What You’ll Do at Pega:
Use high degree of technical knowledge and customer-facing skills to work independently and provide timely response and resolution for internal technical support incident and requests through our Service Management system. Primary request areas include: hardware and software troubleshooting, ‘how to’, installations, and new employee/equipment setup.
Build rapport with customers, elicit details and update customers often, providing a status for their request and follow up when necessary.
Use experience and good judgement to prioritize issues appropriately and escalate when necessary
Collaborate troubleshooting of highly complex issues with 3rd level support teams
Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed
Assist Team Lead with coordinating User Support operational tasks
Follow established procedures for imaging, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer handling and escalation protocols
Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI and escalating to Network Operations.
Act as a point of technical escalation to other members of IT Client Services teams including service desk and global tier 2 colleagues and managers
Use strong communication skills; both written and verbal, comfortable leading small trainings like new hire onboarding
Document technical issues and resolutions in ticketing system and knowledgebase
Be able to analyze technical issues and problems, diagnose problems, provide support to other employees and assist other technicians on the team with issues
Be able to work independently and maintain a workload of tickets and projects as assigned.
Who You Are:
Experienced in supporting End User Computing in a large global environment (>1000 employees), with a dispersed global team.
You provide strong customer service, maintaining expectations of the end user while taking ownership to drive to resolution
You thrive in a fast-paced environment and utilize creative thinking and resourcefulness, combining internet research, historical and documented experiences, and collaboration into resolutions
You are a self-starter with the ability to succeed independently and unsupervised, yet communicate and escalate appropriately and efficiently.
You are driven and versatile, working with the appropriate sense of urgency
You are organized and supportive, comfortable assisting teammates with technical issues or coordinating tasks for management
You are comfortable working with end-users and demonstrates the desire for continuous learning and development.
What You’ve Accomplished:
2 to 4 years of IT experience in areas of in a Desktop Support Role
Strong Knowledge of troubleshooting Microsoft Operating Systems, Applications (Office, Visio, Project, Outlook, etc.), OneDrive/O365, and working knowledge of Active Directory roles.
Strong Knowledge of troubleshooting Apple Macintosh Operating Systems (MacOsx) and Applications
Strong knowledge of PC/Mac hardware troubleshooting and repair
Knowledge of desktop support utilities such as Crowdstrike anti-virus and spyware removal tools
Knowledge of VPN, WiFi, and other remote access methods
Possesses a range of technical troubleshooting skills encompassing; Desktop OS, messaging, networking, and various hardware configurations
Bachelor’s Degree (preferably in IT related field) or equivalent working experience
Pega Offers You:
Gartner Analyst acclaimed technology leadership across our categories of products
Continuous learning and development opportunities
An innovative, inclusive, agile, flexible, and fun work environment
Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.
As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Accessibility – If you require accessibility assistance applying for open positions please contact PegaApplication@pega.com.
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