We are seeking a proactive and customer-focused IT Support Engineer to manage and resolve daily technical issues, ensuring seamless IT operations across the organization. This role demands strong troubleshooting skills, effective communication, and a commitment to service excellence. Additionally, you will also be given opportunity to own a few technical areas end-to-end based on your interest area and company’s requirements.
Responsibilities
Key Responsibilities:
- Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
- Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
- Maintain a customer-centric approach in all interactions.
- Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
- Provide support via multiple channels—phone, chat, and email.
- Assist with software installations, driver issues, and system configurations both remotely and onsite.
- Take full ownership of user-reported issues from initiation to resolution.
- Maintain regular communication with users regarding issue status and progress.
- Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.
Qualifications
Skills and Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent work experience considered.
- 3 to 5 years of proven experience as a System Administrator or in a similar role.
- Proficient in supporting MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
- Basic knowledge on networking (DNS, DHCP, IP)
- Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
- Familiarity with monitoring and understanding of ticketing tools and ITSM processes.
- Familiarity with remote desktop applications and help desk software.
- Ability to provide step-by-step technical help, both written and verbal.
- Ability to diagnose and resolve IT infrastructure issues effectively.
- Strong analytical and problem-solving skills with excellent multitasking abilities.
- Proficiency in office applications, including MS Excel and Word.
- Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical users.
- Relevant certifications such as MS Certified, ITIL are advantageous.
- Occasional after-hours support may be required to address critical incidents or system updates.
About Us
Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.
About The Team
Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.
