Senior IT Executive Support Specialist at Tricentis Americas, Inc. in Austin, Texas

Job Description:

Come join an exciting, high growth company where you will provide hands-on, technical, and customer-facing support while delivering first-rate customer service across the Tricentis organization! If you are a team-oriented, support-minded individual with a strong technical background, then an IT on-site support position at Tricentis might be perfect for you. In this role, you will be a resident problem-solver, providing front-line, in-person and remote support for the Tricentis Executive Team. You will have the opportunity to use your expertise to identify and troubleshoot issues, investigate root causes, partake in process creation, and provide solutions to IT-related issues. Come be a part of the Global End User Support team!

Job Description
The IT Executive Support Specialist is responsible for providing white glove service/support for all IT related technology used by the Executive Tricentis members. The IT Executive Support Specialist is expected to work 5-days a week on-site at the Tricentis Headquarters in Austin, TX, after hours work may be required.  As part of the global End User Support (EUS) team you will use your seasoned troubleshooting and technical skills to provide first-rate customer service while performing ticket-based support to our executive Windows and Mac users.

EUS Team members document all work through the ITSM ticketing tool (ie. Requests, Incidents, Changes, Asset Management). End User Support team members are required to be detailed-oriented, process-driven and accountable for their areas of responsibility.  EUS Team members operate as the “smart hands” of all IT solutions inside their local Tricentis office and are responsible for engaging the proper IT Teams to ensure the support of said solutions. Management of IT hardware inventory (laptops, monitors, and IT-sanctioned peripherals) through InTune, JAMF and ServiceNow; onboarding and offboarding of Tricentis team members; support of AV solutions and proper ticket management/ownership all fall under the responsibility of the End User Ss team.

Essential Requirements

• Bachelor's degree or equivalent combination of additional experience and education (High school diploma or equivalent required)


• Fluent English Speaker


• On-Call Availability


• Excellent interpersonal skills


• Exceptional customer service orientation and great sense of urgency


• Must have demonstrated analytical and problem-solving skills.


• Ability to effectively prioritize and execute tasks in a dynamic and demanding environment.

Required qualifications:

• Minimum 5 years’ experience in an Executive Support Role/Senior Desktop Support Role


• Excellent skills in customer service, teamwork, documentation and communication (verbal and written)


• Excellent understanding of the fundamentals of desktop administration


• Excellent knowledge of Windows and Mac Operating Systems


• Excellent troubleshooting skills


• Strong knowledge of Asset Management concepts (asset deployment, asset retrieval, disposal, inventory management)


• Understanding of Network Administration, Active Directory, O365, Vulnerability Patching, IT-Security Tools


• Install and configure both hardware and desktop apps/software


• Performing analytical and technical tasks on PC systems and MacBooks


• Experience with process development/improvement/installation


• Understanding of ITIL fundamentals (incident, request, problem, change)


• Ability to lift up-to 40 lbs

Desirable Skills
·      A+ Certification
·      ServiceNow experience
·      Jamf experience
·      Intune experience

Tricentis Core Values:

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

• Demonstrate Self-Awareness: Own your strengths and limitations.


• Finish What We Start: Do what we say we are going to do.


• Move Fast: Create momentum and efficiency.


• Run Towards Change: Challenge the status quo.


• Serve Our Customers & Communities: Create a positive experience with each interaction.


• Solve Problems Together: We win or lose as one team.


• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Why You’ll Love Working at Tricentis:

• Market conform salary + success-oriented bonus


• Supportive and engaged leadership team


• 401(k) plan, full benefits package available


• Company paid Disability and Life Insurance


• Hybrid work environment


• We’re a global company! Potential to visit one of our many offices around the world including in Austria, Australia, Belgium, Denmark, Germany, India, Netherlands, Singapore, Switzerland, Poland, United States, and the UK

 
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran.