Support Engineer

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

The mission of our Business Technology (BT) team is to empower LiveRamp’s workforce through technology solutions that make their work easier, faster and more effective. Within BT, our Client Services team plays a fundamental role in this work. Our Support Engineers are the face of our IT operations, providing in-office support to our office-based teams, virtual support to our remote employees, and serving as application administrators for the platforms we use to deliver services.

Key Responsibilities

• Office Build-out: support the build-out of new office space in Hyderabad, including
• Setting up workstations with monitors and other peripherals
• Working with a Network Engineer to build-out and connect on-premise hardware stack
• Install all of the necessary equipment in conference rooms and ensure it is functional
• Ensure office employees are able to connect to the internet and LiveRamp applications
• Troubleshoot and resolve any issues that arise in employee’s ability access the systems they need to perform work
• Customer Support: provide in-person and remote support with empathy, understanding and care, leaving our customers feeling delighted by every interaction with you
• Endpoint Management:
• perform physical tasks, builds, conference room support and other duties for laptops, printers, servers, video conferencing, iPad and network hardware
• maintain an inventory of hardware and software assets
• Tier 1 - 4 Support: respond to support requests that are made through our ticketing system, troubleshooting and resolving issues across a wide variety of platforms, through clear, concise, jargon-free communication with the requestor
• Optimize & Innovate: continuously look for opportunities to improve processes, automate work and improve our employees’ experiences
• System Administration: serve as the system administrator for one or more applications, maintaining, monitoring, securing, supporting and enhancing the application
• Educate: provide proactive guidance, direction and training to users, helping them become self-reliant and proficient on their toolsets
  

You Possess

• An insatiable need to help people and feel the satisfaction of delighting your customers
• Incredible patience and empathy when helping people who may be less technologically savvy
• A deep appreciation for how important it is to support an Executive team in such a way that their interaction with technology is seamless and worry-free
• At least 5 years’ experience working in IT, with at least 3 of those years being in desktop support
• The need to keep busy, constantly looking for ways to contribute to the productivity of the wider team
• Stellar communication skills, which enable you to take complex matters and explain them in a way that anyone can understand, without condescension or judgment
• A love of technology and a curiosity that drives you to always look for new and exciting ways to use it in making work easier and more effective
• Significant experience in building and supporting Macs, which comprise 80% of our desktop fleet
• Experience building and supporting Windows desktop
• Experience as a system administrator for an ITSM system, preferably FreshService or Jira Service Management
• Experience with Google gSuite, and Microsoft Office
• Familiarity with the following tools:
• Jamf, Workspace One, or MS Intune Administration
• Crowdstrike, Netskope and other security tools
• asset management software
• Experience with hardware procurement, with vendor management experience a bonus
• An ISO, ITIL or other certification(s) or a strong desire to obtain them
  

Benefits

• Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, accident, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth, and more. Your medical benefits extend to your dependents including parents.
  

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