Associate - IT Operations

Company Description

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and business.

Freshworks makes it fast and easy for businesses to delight their customers and employees. More than 50,000 companies use Freshworks SaaS to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated global team operating from 13 locations to serve our customers throughout the world.

Freshworks has received numerous accolades ranking #16 on the prestigious Forbes Cloud 100 and #22 on the Battery Ventures/Glassdoor Best Places to Work lists. IT at Freshworks is creating a Global OneIT culture - where we want people, who want to work with users across the globe and make them successful.

Job Description

• Technical Client services role - that requires to interact with users and have a strong communication and technical background.

• Requires Onboarding users, offboarding users and supporting them with technical expertise, support and setting improvements and future technology direction

• Should be comfortable talking to users across multiple geographies and organizational hierarchies and being able to quickly resolve and reduce loss of productivity across the company

• Be the face of IT and bring customer focus and empathy to work everyday

• Should be able to leverage modern MDM systems like Jamfpro and Intune and have the ability to troubleshoot across Macs, windows and rudimentary Linux skills.

• Should be able to manage logistics across the world using carriers like DHL & Fedex or other providers - part of handling a hybrid workforce globally.

• Ability to use a ticketing tool, document user articles and leverage AI to find solutions quickly for user issues.

• Fast thinker who can thrive in a fast paced environment with diverse technology needs.

• Interact with multiple teams and represent the users concerns strongly to drive better resolution for the user community.

• Curiosity to train, learn and grow into multiple possible roles across various technologies.

Job Location - Chennai, Hyderabad or Bangalore.

Qualifications

• Bachelor's degree in Computer Science or Electronics with at least 3 years of experience in supporting a diverse IT environment.

• Deep understanding of Mac and Windows OS and troubleshooting on it

• Strong understanding of JamFpro, Intune or equivalent MDM system

• Understanding of DNS, DHCP and core networking concepts - inclusive of supporting a VPN based environment 

• High preference: Candidates who have worked with Google Workspace, Slack and Zoom 

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.