IT Systems Engineer
Software Engineering, IT
Bengaluru, Karnataka, India
Posted on Friday, January 26, 2024
Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.
Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.
The OpportunityIn this role you will be managing the IT System Admin module and automate and optimize the same to create a seamless experience. you will streamlining the workflow management for operational excellence.
You will own the employee experience in terms of IT module across geographies.You will support the US timezone remotely, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.
What you’ll be doing:
Provide quick and effective assistance with information technology systems
Guide employees remotely and in person through systems configuration, troubleshooting, and maintenance
Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
Respond to tech inquiries via email, through online chats, over the phone, or in person
Walk customers step-by-step through the problem-solving processHelp with troubleshooting hardware and softwareFollow up with customers to ensure satisfactory serviceCommunicate customer feedback to the appropriate internal team members
Who you are:
Relevant Experience of 4 - 6 yrs in computer systems and experience troubleshooting hardware and software.
Experience working as an IT help desk technician or in a similar IT support role.
Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
Experience of Ticketing tools and OS like Mac, Windows
Experience of IT Vendor Management Systems
Compensation, Benefits and Perks
Excellent medical insurance options and free online doctor consultations
Yearly privilege and sick leaves as per Karnataka S&E Act
Generous holidays (National and Festive) recognition and parental leave policies
Learning & Development fund to support your continuous learning journey and professional development
Fun events to build culture across the organization
Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)
Our Commitment to Inclusion and Belonging
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.