IT Support Specialist

Sprinklr Austin , TX 78719

Posted Yesterday

Sprinklr is 1,500 employees strong, valued at $1.8 billion, and positioned at the forefront of the customer experience management industry. At a time when consumers are connected and empowered like never before, Sprinklr is helping the world's largest brands provide amazing experiences at every turn.

Sprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organizations to work together across marketing, advertising, research, commerce, and customer care to manage customer experience at scale.

Sprinklr works with more than 1,000 of the most recognized brands around the world, including Nike, JPMorgan Chase, Verizon, McDonald's, Microsoft, P&G, and more than 50% of the Fortune 50.

Our IT Manager will have a deep understanding of how to listen to people, to work well with others, to be a problem solver and the ability to be creative in how you come up with solutions when the situations arise.

Internally this role is referred to as IT Manager

As Sprinklr's next IT rock star your day to day will involve working with multiple stakeholders, completing deadlines and client-perceived urgent/important tasks. In addition, you will also possess the following;

  • Provide support in all of the following areas;

  • Local support of the Sprinklr Austin office.

  • Global support of all Sprinklr users.

  • Tracking & documenting of all support activities using Zendesk.

  • Act as subject matter expert supporting primarily macOS, some 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 Management to constantly monitor and improve delivery of IT systems and support.

  • Proactively Understand, analyze and research new technical problems when needed.

  • Network hardware setup and maintenance.

  • Knowledge of a wealth of SaaS systems.

  • Strong knowledge of IT Security, best practices and procedures.

  • Work with IT team to integrate newly acquired companies along with their technology.

  • Provide support and ideas for new office openings / moves.

  • Documenting and enforcing new and current policies and procedures.

  • Keen desire to learn the Sprinklr product and platform.

Experience and Skills Required:

  • 5+ years 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 G Suite

  • Experience with Jamf Pro and enterprise Mac management concepts

  • Comfortable with wireless infrastructures technologies (Cisco Meraki desirable)

  • Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products

  • Working knowledge of AD, Exchange, DNS

  • 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 prioritize tasks and work on multiple assignments.

Essential technologies:

  • Email security / monitoring

  • DHCP / DNS / IP routing etc

  • Exposure to ticketing systems such as Zendesk

  • Cloud Storage such as box; dropbox

  • Conferencing / collaboration technologies such as slack;; WebEx; apple TVs.

  • SSO - SAML and OAuth

Desirable technologies:

  • IT Security and Protection

  • SAAS systems such as AWS

  • Office 365

  • VOIP technologies

  • Scripting (python preferred)

Sprinklr has spent the last eight years building software for an "un-enterprise" world and we're bringing the very best talent together to take us to the next level.

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