About Highspot
Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.
While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.
About the Role
The Help Desk Specialist will provide technical support to our end users on a variety of issues via
email/chat/video conference within our India Region. They will identify, research, and resolve technical
problems utilizing effective tracking and monitoring tools and support documentation to ensure timely
resolution. The Help Desk Specialist will serve as the first point of contact for troubleshooting hardware
and software issues across all computer systems (primarily Mac) along with windows endpoints. You'll
respond to and track all incoming emails and IT enquiries to the Service Desk, triaging tickets. You will
ensure full and accurate details of all interactions are recorded into a case management system whilst
responding to incidents and requests within agreed SLAs. You will also be a key stakeholder in supporting
our India office.
Responsibilities
- Provide day-to-day technical assistance and support for incoming queries and issues related to Mac systems, software, and hardware.
- Respond to queries via the ticketing system or in person as applicable.
- Install, modify, and repair computer hardware and software.
- Be responsible for initial machine setup and configuration along with onboarding/offboarding.
- Resolve technical problems with Local Area Networks (LAN), WiFi, and other key systems.
- Follow up with internal customers to ensure issues have been resolved.
- Maintain technology repair and spare parts inventory as necessary.
- Create and maintain written knowledge based articles.
- Configure, install and troubleshoot A/V within various office conference rooms
- Manage the deployment, monitoring, maintenance, upgrade, and support of organization enterprise systems, hardware and software, and desktop/Mac/PC systems.
- You will refine our infrastructure to support a global hyper growth company pushing automation, streamlining processes, and owning user life cycle management.
Required Qualifications
- You'll have experience working in an environment where attention to detail, proactive problem solving, and a customer focused mindset is imperative.
- Familiarity with ticketing systems, working on a global team, and sharing work in a 24/7, follow-the-sun-type team
- Proven ability to build and maintain relationships with your stakeholders and interact with a variety of personality types
- Experience troubleshooting and repairing Apple MacBook Pros, and peripherals
- Proficiency in Mac operating systems required
- Proficiency in Windows operating systems required
- Ability to use basic networking troubleshooting tools required
- 5+ years Technical Help Desk experience required
- Extensive knowledge of Okta, Jamf, and G Suite required.
- Knowledge of MSFT Office Suite for Mac preferred
- Ability to research problems and evaluate solutions
- Skilled in strategic planning to balance and execute projects
- Experience managing Slack, Jira, AV/AntiMalware, Office 365, Zoom.
- Proven ability to to manage applications on a global scale supporting large macOS deployments
- Strong interpersonal communication skills
- Seasoned IT professional with leadership experience
#LI-AA1
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
