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Clear filtersAssociate IT Operations Analyst
Cohere Health·Hyderabad, Telangana, India
2–3 years
ABOUT THE ROLE
The Cohere IT team administers systems with a holistic approach and is responsible for the study, design, development, implementation, support, and management of telecommunications and computer-based information systems and software.
It is our aim to ensure a friendly working environment while scaling solutions to provide secure and efficient technology to all Cohere employees.
Desktop Support Technicians are responsible for learning, maintaining, and documenting information pertaining to systems, software, applications, and processes used across the organization.
WHAT YOU’LL DO
- Work within Cohere’s established standards, procedures and guidelines in delivering service to staff
- Fulfill service requests in a highly customer-service oriented manner
- Monitor, respond to, and escalate service issues in a timely manner
- Follow proper ticketing procedures and best practices
- Use customer service KPI metrics (ex: first response time, time to resolution, etc.) to achieve goals and improve support performance
- Improve existing and develop new documentation for systems and services
- Participate in training to develop and maintain knowledge in existing and new technologies
- Assist with inventory management and asset tracking
- Support a remote call center environment
- Support Systems Administrators with day-to-day activities and projects
- Work with Project Managers to provide technical knowledge and assistance
- Package and ship IT equipment to assist in onboarding new employees
- Work cross functionally with all departments to assist with IT issues as well as build out systems functionality
- Communicate complex technical solutions to all levels of management
- Provide integration support for the development and implementation of Enterprise architectures to meet new and evolving client requirements
- Process onboarding and offboarding of users to various systems, streamlining and documenting existing workflows.
WHAT YOU NEED
- Fair understanding of Information Security practices.
- Align to the organization policies and procedures.
- Ensure to get updated with ISMS roles as assigned by the department/process heads.
- 2-3 years Mac & PC desktop support experience in a fast-paced environment [university or professional]
- MCP or A+ certification
- Working knowledge of corporate cloud environments with the following systems: Google Workspace, Zoom, AWS, JIRA, Confluence
- Experience in providing desktop support for MAC OS, including support services such as Jamf
- Understanding of networking technologies, configurations and security
- Experience configuring and troubleshooting enterprise wireless devices, including iOS and Android
- Working knowledge of VOIP concepts
- Practical hands on experience assisting internal users with Information Systems and troubleshooting technical issues
- Ability to work with ticketing systems and manage security related incidents
- Experience supporting a remote, distributed workforce
- Excellent communication and written skills
- Time management skills and ability to meet deadlines
- Ability to work both independently and within a team
- Must be willing to learn and grow IT skillsets as the business evolves
- Understand business implications of decisions and have ability to exhibit sound and accurate judgment
- Excellent organizational skills with the ability to multi-task, prioritize and manage time effectively while also ensuring accuracy of work through close attention to detail
- Strong analytical, troubleshooting and critical thinking skills
- Proven ability to work in a fast paced environment with changing priorities and tight deadlines
- Ability to learn new MIS systems, implement and support them
- Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)
NICE TO HAVE
- Experience with cloud computing virtual private networking (EC2, AWS) is a plus
ABOUT THE COMPANY
People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles . We believe that diverse, inclusive teams make the most impactful work.
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