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Five9

Helping Companies Bring Joy to CX.

Support Technician

Support EngineerSupport EngineerFull TimeRemoteMid LevelTeam 1,001-5,000Since 2001H1B SponsorCompany SiteLinkedIn

Location

India

Posted

3 days ago

Salary

0

Seniority

Mid Level

2 yrs expEnglishAndroidiOSJamf

Job Description

Support Technician

Five9

• Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures. • Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users. • Manage ticketing systems, ensuring timely resolution and proper escalation of issues. • Perform password resets, account provisioning, and remote assistance for end-users. • Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment. • Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity. • Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees. • Assist with IT purchasing hardware and software as needed. • Participate in developing and implementing standard operating procedures and customer service guidelines for IT support. • Collaborate on global IT projects and initiatives with colleagues across Five9 sites. • Provide occasional off-hours support, including evenings and weekends. • Perform other related duties as assigned.

Job Requirements

  • 2+ years in IT support, helpdesk, or customer service roles
  • Hands-on experience with Windows/Mac OS, Microsoft Office, remote support tools, and ticketing systems
  • Familiarity with Active Directory for user, group, and policy administration
  • Understanding of network concepts (wired/wireless) and protocols
  • Strong problem-solving skills with the ability to follow documented processes and adapt solutions
  • Excellent written and verbal communication skills for interacting with technical and non-technical users
  • Ability to work independently or in a team on moderately complex assignments
  • Formal training or certifications (e.g., CompTIA A+, Network+, ITIL) are a plus
  • Experience with device management tools, JAMF, SaaS applications, and mobile device support is a plus
  • Microsoft certifications are a plus

Benefits

  • Health insurance
  • retirement plans
  • paid time off
  • flexible work arrangements
  • professional development
  • monthly commissions/bonus
  • RSUs

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