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Sailpoint Technologies
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IT Engineer

IT Engineer

Sailpoint Technologies

8 - 10 years

7 - 8 Lacs

Pune

Posted:22 hours ago| Platform:

Apply

Skills Required

Administration Helpdesk Active directory Workflow Customer service Windows Troubleshooting Technical support Logistics Android

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 environment Minimum 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

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Software / Identity Governance

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IT Engineer