It Help Desk & User Support Technician

Symphony AI, an enterprise artificial intelligence (AI) SaaS company that delivers significant benefits to customers in specific industries by transforming existing business processes and enabling new insights, innovation, revenue acceleration and cost optimization.

We are seeking Desktop Support Specialists/IT Ops Administrator to oversee and maintain our computer hardware and software systems, resolve technical issues for users, and support computer software integration by diagnosing and troubleshooting common problems.

• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Act as the initial point of contact for all computer and system related concerns from clients or other employees
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware
• Maintain a working log detailed all required system updates, as well as the date of completion
• Attend in-person meetings with clients to analyse, troubleshoot, and diagnose hardware problems
• Resolve technical issues related to network interruptions
• Install and configure computer systems and applications within the company

Minimum Qualifications:

• Industry-specific certification in relevant computer languages or software may be required
• 2-3 years’ experience in managing MacOS devices (technical troubleshooting, OS installs, application management)
• 1-3 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Comfortable working in and assisting others through company Help Desk software, such as Zendesk in addition to other remote access desktop programs
• Accept constructive criticism and customer feedback regarding their experience with software or IT services
• Extensive experience working with different operating systems including Windows and Mac OS
• Ability to prioritize and manage several milestones and projects efficiently
• Professional written and interpersonal skills are essential when communicating with customers and clients
• Experience installing and configuring computer systems and applications for a large company

Who We Are:

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 33 countries.