• Extensive years of experience within IT or B.S. degree
• Self-motivation and the ability to work with minimum supervision
• Strong written and verbal communication skills and meticulous attention to detail
• Experience working with high-level executives
• Strong understanding of Microsoft 365
• Experience with Jamf Pro, Intune and enterprise Mac & Windows management concepts
• Professional knowledge of using Microsoft Azure directory and security center
• Professional knowledge of corporate wifi set up and security, firewall set up and configuration and switch set up and configuration. (Cisco Meraki desirable)
• Experience managing helpdesk support team
• Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products
• Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to user requests
• Work both independently and as part of a team with professionals at all levels
• Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment
• Ability to prioritise tasks and work on multiple assignments
• Email security / monitoring
• Exposure to ticketing systems such as Jira
• Conferencing / collaboration technologies such as Teams, SharePoint, OneDrive and Zoom
• SSO - SAML and OAuth

Desirable

• Provide support in all of the following areas
• Local support of the Sprinklr London office
• Global support of all Sprinklr users
• Leading a team of IT support members and tracking & documenting of all support service desk activities and managing the overall day-to-day IT Helpdesk
• Serve as an escalation point for any outstanding Helpdesk related issues that require management attention
• Own the overall scheduling of resources of IT Helpdesk, ensuring around the clock coverage
• Manage open, outstanding, and overdue tickets to ensure they are routed and escalated appropriately to achieve optimum resolution and closure
• Review and report IT Helpdesk ticketing system metrics to IT leadership, suggesting necessary changes or modifications for resource or process improvement and optimisation
• Act as subject matter expert supporting primarily macOS, Windows, and all common office software and applications such as Microsoft, Adobe and cloud SaaS products
• Perform laptop setup and inductions for users, hardware troubleshooting and repair
• General office IT such as conference room, telephone and Printer setups etc
• Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users
• Communicate and document troubleshooting techniques and best practices
• Perform endpoint management deployment and anti-virus security
• Participate in special projects as assigned
• Participate in the development and delivery of training programs when necessary
• Work with IT leadership to constantly monitor and improve delivery of IT systems and support
• Proactively Understand, analyse and research new technical problems when needed
• Network hardware setup and maintenance
• Strong knowledge of IT Security, best practices and procedures
• Work with the IT team to integrate newly acquired companies along with their technology
• Manage and provide support for new office openings / moves