Our information technology team is the foundation behind every endeavor at SailPoint. They ensure that all of our orgs are able to execute, connect and innovate in a secure environment through duties such as supporting network databases and systems, updating system hardware and software, troubleshooting for system errors, and assisting team members in supporting all data security and optimization. SailPoint, the industry leader in Identity Security, is seeking an experienced and dynamic IT professional to support SailPoint crew members. This position will be responsible for providing technical support to SailPoint crew members in their respective region as well as coordinating escalations, logistics and other support needs for team members globally. Responsibilities:This is a hybrid role; you will be expected to work at least 3 days from the office.Be the first point of contact for all technical support issues. Act as primary contact for IT systems based in London but supported by global teams based in other locations.Provide technical support/assistance to local and remote employees for software, hardware, and network issuesEnsure timely resolution of user issues and communicate status updatesFollow standard operating procedures and support documentationWork in collaboration with our global team providing the highest quality of serviceDiagnose and troubleshoot IT issues via phone, email, chat-based apps, or in-personLog and track all support requests in our ticketing systemCoordinate end user support with other Helpdesk team members or teams (in different region/time zone) and Escalate trouble tickets to our specialized teams as appropriateAssist with the setup and configuration of laptops, and peripherals for from crew members and new Joiners, as well as asset collection from Leavers.Maintain adequate and accurate documentation on procedures, standards, desktop, and equipment inventory of IT assetsPerform preventative maintenance on equipment and softwareTrack and document your work clearly and efficientlyCreate documentation of solutions to reported issues, resolution steps, support proceduresContinual Service Improvements through ongoing analysis of team activity.To deliver added value to the Business by making improvements or suggestions on day-to-day responsibility’s area or beyondPerform other duties as assigned Requirements:A minimum of 2 years IT End User Support experience in a similar role with great software and hardware troubleshooting skills.A passion to work in Information Technology and deliver excellent user experience.Learn new technologies quickly and is eager to develop on skillsComfortable with of Windows/Mac desktop environmentPerform basic Active Directory/O365 administrative tasksFamiliarity with ticketing systems and remote support toolsUnderstanding of network principles (e.g., TCP/IP, DNS, DHCP)Experience with Office 365 and other common business applicationsGood understanding of computer systems, networks, and common software applicationsProactive mindset, demonstrates initiative and able to work under pressureExperience creating documentation, how to articles or equivalentProven troubleshooting abilities with a strong customer service orientationAbility to effectively prioritize and execute tasks, be organized, and manage your timeAbility to setup, install, configure, and troubleshoot Windows and Mac hardware and applicationsExcellent oral and written communication skills, with the ability to explain technical issues to non- technical staff at all levelsExcellent self-task management skills with thorough attention to detail.Familiarity with setup, install, and configure of Android and iOS devices preferredFamiliarity with automated provisioning tools, service desk software preferredCustomer service oriented; prides self on user excellence.Hybrid role - must be able to work on a 60/40 split, at least 3 days from the office.Standard business hours with occasional requirements for after-hours supportSailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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