The primary function of this individual is to provide IT Augmentation for the IT support Team and IT Asset Team The individual may assign tasks to support Zoom employees depending on the individual's workload and Zoom's priorities

Qualifications

Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience
Minimum 1 year experience in providing IT support or similar technical support services to users in a fast pace and dynamic environment
Good written and verbal communications
Possess a professional attitude and work ethic in addition to being well organized and efficient
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
Hands-on IT technical knowledge in Microsoft Windows, G-Suite, Microsoft Office products, and ServiceNow.


Responsibility

Work as a team to provide timely and quality IT support services to users worldwide
Educate users on IT best practices. Understand their requirements and provide appropriate solutions
Comprehend policies, standards, and follow procedures such as incident, service request, change, asset management, etc. Provide inputs to management team on improving them Receive and Analyze Ticket and process user issues from Zoom employees and escalate to IT analyst or IT Asset may require to assist user via Chat


Soft Skill Required

Demonstrated problem-solving skills with a high level of initiative and attention to detail and a strong focus on accuracy
Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other team members and employees
Unquestionable integrity in handling sensitive and confidential information required.
Working knowledge of IT troubleshooting tools and techniques
Good business communication skills to effectively document results, instructions, and recommendations, with demonstrated ability to effectively communicate basic technical information verbally and in writing to non-technical personnel
Good customer service skills to understand issues and provide solutions. Possess strong listening skill and empathy. Able to diagnose complicated problems with users in a clear and precise manner. Always follow-up or escalate un-resolved issues to the next level in the team
Flexible with and accepting of change in a fast paced sometimes unstructured environmentStrong desire to learn and grow with the team as our needs and mission evolve