IT Support Specialist - job 1 of 2

As an IT Support Specialist at Nivoda, your main responsibilities will include providing Level 1 and Level 2 IT support to users, managing technical issues across our offices, and ensuring the smooth operation of our IT systems. You'll be the first point of contact for users in regions like India, and your role will play a crucial part in the onboarding and offboarding processes for staff, along with maintaining an inventory of IT hardware and software.

To be eligible for the IT Support Specialist role at Nivoda, candidates typically need to have 1-2 years of experience in IT or helpdesk support, excellent communication and customer service skills, and in-depth knowledge of operating systems like Windows and macOS. Familiarity with Google Workspace, Okta, Office 365, and MDM solutions such as Kandji or Intune is also advantageous.

The IT Support Specialist contributes to the efficiency of Nivoda by resolving technical issues quickly and effectively, which directly impacts the productivity of our global teams. By managing IT operations and providing support to ensure that all staff have the necessary resources and knowledge, the Specialist helps maintain a seamless work environment, allowing employees to focus on their tasks without technical interruptions.

At Nivoda, the IT Support Specialist provides guidance and support for various applications used by the company, including Slack, Gmail, and Okta. This involves not only troubleshooting issues but also educating users on the best practices and functionalities of these tools to enhance their daily workflows.

Yes, Nivoda is committed to fostering professional growth, and as an IT Support Specialist, you will have opportunities to shape the future of a rapidly scaling marketplace. The company promotes learning and development through various avenues, providing employees with the chance to further their skills and advance within the organization.

When answering this question, provide specific examples of issues you have faced and how you resolved them. Mention any tools or methodologies you used in troubleshooting both Mac and Windows systems, as well as how your solutions improved user experience.

Demonstrate your ability to assess urgency and impact in your response. Discuss procedures or tools you employ to prioritize tickets effectively and how you communicate with users during high-demand times to ensure they feel supported.

Outline a structured onboarding process in your answer. Mention essential tasks like setting up hardware, configuring software, providing access to necessary applications, and giving an orientation on IT policies and resources.

If you have used Google Workspace extensively, share specific applications (like Google Meet or Google Drive) that you are comfortable with. Discuss any challenges you’ve helped others overcome using these tools and the support you’ve provided.

In your answer, focus on your research process and problem-solving skills. Highlight your willingness to seek assistance, whether from colleagues or online resources, and how you communicate updates to the user while you work on the issue.

Share your familiarity with JIRA, detailing your experience in managing tickets, tracking progress, and closing issues. Explain the importance of keeping users informed through the ticketing process and how it enhances overall service delivery.

This is an opportunity to showcase your dedication to customer service. Offer a specific instance where you identified a user’s broader needs beyond their initial request, and explain how your proactive approach led to a positive outcome.

Express any experience you have with Mobile Device Management (MDM) solutions. Mention specific platforms, such as Kandji or Intune, and how using MDM has helped you manage devices securely and efficiently in past roles.

Share your strategies for staying updated, whether through industry news, online courses, or professional networking. Highlight any certifications or train programs you’re currently pursuing or have completed.

Identify key traits such as strong communication skills, problem-solving abilities, technical expertise, and empathy towards users’ frustrations. You might also mention the importance of a proactive attitude in anticipating IT needs.