IT Technician (India)

Overview

At TurnPoint a leading Managed Service Provider (MSP) we are pioneering innovative technical solutions that are transforming the ways businessesoperate. Are you someone looking to grow your technical knowledge and expand your ability tointerface withcustomers If so this role at a fast-paced boutique IT firm may be for you. We will build upon your existing knowledge and provide you with the tech training necessary to succeed at TurnPoint in this role and beyond.

You will function as the face of the TurnPoint Technology Helpdesk team includingfielding calls and tickets assigning tickets working on tickets and escalating tech issues asappropriate tomanagers. Monitoryour ownworkflow and project tasks. Be accountable for accurately triaging customer issues performing technical work and thorough internal documentationthrough tosuccessful resolution and responsible forescalating key executive and tech issues appropriately to managers.

This is a remote position

• Job Title:IT Technician
• Reports to:Usha Nair Program Manager
• Shift Timings:8 AM to 5 PM Pacific Time (U.S).
• Location:Fully Remote

Required Infrastructure:This is a work-from-home role and we require employees to have the following(at their expense)

• Home (fixed) internet with anuploadspeed of at least 20Mbps

• Either an iPhone capable of running the latest version of iOS or an Android device running either the current version of Android or thepreviousversion ofAndroid

• A mobile data plan with voice textanddata and hotspot functionality (as a backup to your fixed broadband).

Note: Experience with the following technologies is a bonus:

• Windows 11
• Apple Operating Systems
• Microsoft 365 including Microsoft Teams and Microsoft Outlook
• Microsoft Azure
• Windows Server
• Asana
• Airtable

Key Responsibilities

Technical & Customer Service Responsibilities: 90%

• Triaging customer requests over email and phone

• Dispatching tasks to colleagues

• Scheduling work with customers

• Consulting with customers todeterminethe severity and impact of their issues

• Creating procurement requests perTurnPointsprocedures

• Act asliaisonbetween clients and technical staff.

• Function as client interface on phones and ticket thread intake including:

1. Provide support Monday Friday 8 AM- 5 PM PT and periodic after-hourswork asrequired.

1. Perform tech tasks as self-assigned and assigned by tech managers.

1. Proactivelyidentify prioritise diagnose troubleshootissuesand deliveraccuratetech work.

1. Walk clients through the problem-solving process in plain language terms on their tech level.

1. Createreviewandmaintaintasks owned by self for support of client projects.

1. Maintain awareness of current work and status managing tasksthrough tosuccessful closure.

1. Createtasksto contribute to client onsite visits and related meetings.

1. Ensure proper recording documentation and closure of all client inquiries using online tools.

1. Effectivelyutilizeonline tools:Zendesk AsanaAirtable OneNote and other tools asrequired.

1. Monitor and update all assigned tickets on a daily basis.

1. Perform daily client work remotely and onsite at client locations when necessary.

1. Record and document tech processes to contribute to TurnPoint Tech Manual.

Leadership Responsibilities: 8%

• Exemplify and champion superior client communication and service.

• Emphasise quality continuousimprovementand high performance.

• Enact and champion company policies.

• Track route and redirect issues to the correct resources and internal team for support.

• Balance support ticket threads taskexecutionand project work fortimelycompletion.

• Escalate unresolved client queries to the next level of support properly andin a timely manner.

• Adhere to workflow best practices: attention to detail thoroughness and follow-through.

• Train andmentorthe tech team.

Special Position Requirements: 2%

• Obtain andmaintaintechnical certifications asrequired.

• Other duties as assigned.

Summary

At TurnPointyoullbe part of a team that values collaboration innovation and diverse perspectives. We believe in continuous learning andinvestingin the growth of our employees including continuous growth and professional development.

Equal Opportunity

TurnPoint is proud to be an equal opportunity celebrate diversity and are committed to creating an inclusive environment for all encourage applications from individuals of all backgrounds and experiences.

Salary Range

Competitive salarycommensuratewith experience. The salary range for this role is up to24LPA.

What to Expect in Our Hiring Process:

As part of our recruitment process shortlisted candidates will be invited to complete aone-way video interview. This format allows you to record answers to a few pre-set questions at your convenience using your phone or computer. This step enables us to understand you beyond your resume and is therefore a vital part of our selection detailed instructions and a link to complete this process. No live interaction isrequired and you can complete it within the given deadline.

Ifyoureunfamiliar with one-way interviewsdontworry -wellguide you through it:4

Please keep an eye on your inbox; sometimes emails from us or our interview platform may land in your spam or junk you to miss any important communication from us especially during this key step in the process.