Senior Internal IT Support Specialist

<p><a href="https://www.cohesity.com/" target="_blank">Cohesity</a> is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.<br/></p> <p>We’ve been named a Leader by <a href="https://www.cohesity.com/company/awards/" target="_blank">multiple analyst firms</a> and have been <a href="https://www.cohesity.com/press/cohesity-is-recognized-globally-with-awards-for-innovation-product-strength-and-simplicity-in-design/" target="_blank">globally recognized</a> for Innovation, Product Strength, and Simplicity in Design.</p> <p>Join us on our mission to shape the future of our industry.</p> <p> </p> <p>As an Senior IT Support Specialist, you’ll be responsible for a multitude of operational and project based tasks such as supporting SasS based applications, remote troubleshooting, new hire on-boarding, and office conferencing systems. You will also be supporting the maintenance of the company's IT network, servers and security systems. This role is absolutely essential within any organization to ensure business continuity – if an IT system fails, the impact on the day to day running of the business can be significant, sometimes catastrophic. </p> <p>To ensure this doesn’t happen, you'll be responsible for investigating and diagnosing network problems, collecting IT usage stats, making recommendations for improving the company's IT systems and carrying out routine configuration and installation of IT solutions. You will report and work closely with Cohesity IT Team in USA Headquarter to help the company success in global level. </p> <p>Opportunity: This is a rare chance to join a successful company at an early stage. The ideal candidate will thrive on the challenges of working in a dynamic and evolving team. We are looking for a team player with a passion about what they do and a drive to succeed. This person will own what they do, but will also be required to help cross train the team. </p> <p><strong>Responsibilities </strong></p> <ul> <li><strong>Advanced Technical Support</strong>: Handle escalated technical issues, providing accurate solutions in a timely manner.</li> <li><strong>Team Leadership and Training</strong>: Mentor and support the development of junior support staff.</li> <li><strong>Process Improvement</strong>: Regularly evaluate and suggest improvements to support processes and procedures.</li> <li><strong>Cross-Departmental Collaboration</strong>: Liaise with other departments to offer comprehensive support solutions.</li> <li><strong>Customer Relationship Management</strong>: Develop and maintain strong client relationships, ensuring high satisfaction levels.</li> <li><strong>Reporting and Documentation</strong>: Maintain detailed records of support activities and prepare reports for management.</li> </ul> <p><strong>Service SLA and Data Metrics: Capture, analyze and report on data pertaining to organizational services SLAs, KPIs and OMs. </strong></p> <p><strong>Required Qualifications:</strong> </p> <ul> <li>7+ years of experience in desktop support, skillful in troubleshooting of Windows and Mac environments. </li> <li>5+ years of experience in the administration, utilization and support of Google Gsuite, Okta, Jira, Confluence, ServiceNow, 365, Azure, Zoom and Slack.</li> <li>5+ years of experience in supporting global IT asset lifecycle management using ITAM, ITSM or ITIL.</li> <li>Basic understanding of networking principles, fundamentals and applicable troubleshooting steps.</li> <li>5+ years of experience supporting global IT device procurement, and onboarding-offboarding.</li> <li>Experience measuring and reporting service SLA performance using KPI data.</li> <li>Demonstrated experience in the identification and resolution of service delivery requirements.</li> <li>Ability to manage a multitude of assignments independently and proficiently</li> <li>Excellent customer service and oral/written communication skills.</li> <li>Must be comfortable working in a collaborative\cross functional team environment.</li> <li>Proactive identification of service delivery methods in key service areas.</li> <li>Occasionally work evenings and weekends, sometimes with little advance notice.</li> <li>Experience utilizing vendor specific support systems pertaining to warranty support.</li> <li>Experience identifying, and automating IT related processes.</li> </ul> <p><strong>Preferred Qualifications:</strong></p> <ul> <li>Certifications in Microsoft 365 administration, GSuite Enterprise Administration.</li> <li>Working knowledge of ServiceNow asset management, and CMDB processes</li> <li>Strong unders