SailPoint, the industry leader in Identity Security, is seeking an experienced and dynamic IT professional to support
SailPoint crew members. This position will be responsible for providing technical support to SailPoint crew members
in their respective region as well as coordinating escalations, logistics and other support needs for team members
globally.
Responsibilities
• Be the first point of contact for all technical support issues
• Escalate trouble tickets to our infrastructure and development teams as appropriate
• Coordinate end user support with other Helpdesk team members or teams
• Perform basic Active Directory/O365 administrative tasks
• Perform hardware and software maintenance / troubleshooting on all end user equipment
• Perform preventative maintenance on equipment and software
• Provide support and assistance to local and remote employees
• Track and document your work clearly and efficiently
• Assist with administering new and existing systems and software
• Create documentation of solutions to reported issues, resolution steps, support procedures
• Document processes and take inventory of systems
• Perform other duties as assigned
The first 30 days, the support specialist will:
• Meet the teams and get to know our services and their consumers
• Become comfortable supporting their areas of expertise
• Make connections within the team and consume knowledge articles to begin to understand the SailPoint way
• Expected to gain familiarity with SailPoint’s tech stack and the general workflow of how to provide basic
support in the SailPoint environment (password resets, MFA reset, locked accounts, etc).
• Should be able to provide support to more basic issues.
By the end of 60 Days, the support specialist will:
• Coordinate with end user support and other Helpdesk teams/team members
• Confidently address incidents and requests across our spectrum of services
• Join meetings as required and support end users across locations and time zones
• Independently manage end-user support devices and supporting applications platforms
By the end of 90 Days, the support specialist will:
• Contribute to the existing, on-going and new projects/applications
• Recommend and apply environmental changes to strengthen our services
• Speak confidently to the standards and services the team provides
• Effectively coordinate and communicate with cross-functional teams
• Display teamwork skills supporting users within a global environmentMinimum Requirements:
• Experience creating documentation, how to articles or equivalent
• Proven troubleshooting abilities with a strong customer service orientation
• Ability to effectively prioritize and execute tasks, be organized and manage your time
• Ability to exercise good judgement
• Ability to setup, install, configure, and troubleshoot basic Windows and Mac applications
• Excellent oral and written communication skills
• Excellent self-task management skills
• Familiarity with setup, install, and configure of Android and iOS devices preferred
• Familiarity with automated provisioning tools, service desk software preferred
• Customer service oriented
Experience:
Education:
• 8-10 Years of experience supporting Desktops, Laptops and End-users
• HS Diploma / Degree / Graduation or equivalent
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
