Job Description

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Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 90,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who\'s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at

What You\'ll Do

Birdeye is looking for an IT Operation Engineer to enhance our small yet powerful IT team in Gurgaon. This role reports to the Senior IT Service Manager and will be responsible for providing quality technology solutions to Birdeye Employees with the goal of building resilient and secure systems, always ensuring that user experience is the priority.

Work Hours: 11:00 pm to 8:00 am IST - Night shift (should be flexible working later hours if needed)

• Support OS X and Windows users (e.g. OS and software installation and troubleshooting)
• Employees Onboarding / Offboarding
• Provision, manage, and repair of employee\'s laptops
• Provide account management and support for all IT supported public and private cloud technologies including OKTA, Office365, Zoom, Google Suite, Glip, Jira, and Confluence
• Conduct orientation and guidance to users on how to operate new software and computer equipment
• Develop roadmap with leadership team to review and update existing IT processes
• Improves operations by conducting systems analysis and recommending changes in policies and procedures.
• Provision and support of VOIP telephony and audio / video conference equipments
• Support wired and wireless networks
• Create documentation for frequently asked questions and procedurally upkeep
• Asset management
• Escalate tickets to L2/L3 appropriately
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Escalate complex problem to appropriate support specialists
• Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints * May train users and operators on a limited basis and/or may write training procedures

• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Create all required documentation
• Support internal readiness for SOX, HIPAA and ITIL compliance within the IT infrastructure

Requirements:

• 1-2 Years experience in IT Helpdesk or similar role
• Should be familiar with Active Directory
• Basic networking knowledge (OSI network layers, TCP/IP) required.
• Preference for those who have worked for regulated companies
• Fluent in English (Orally & Written)
• Familiar with Help Desk ticketing systems (FreshService / Jira Service Desk)
• Experience with Saas management

Why You\'ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

BirdEye