IT Technician
The IT Technician serves as the first point of contact for employee technology support at Brivo. This role is responsible for providing timely and effective technical assistance across end-user devices, operating systems, SaaS applications, and workplace technology. The ideal candidate is a proactive problem solver, technically curious, and passionate about delivering a seamless technology experience for employees in a fast-paced, global environment.
- Provide first-line technical support for hardware, software, operating systems, and workplace technology issues.
- Administer and support Google Workspace, including user provisioning, access management, troubleshooting, and security best practices.
- Support business-critical SaaS applications, including Salesforce, Zulip, and other cloud-based platforms.
- Manage and maintain company-owned devices through Mobile Device Management (MDM) solutions.
- Configure, deploy, troubleshoot, and support laptops, desktops, mobile devices, and peripheral equipment.
- Perform employee onboarding and offboarding activities, including account creation, access provisioning, device setup, and asset tracking.
- Troubleshoot Windows, Linux and MacOS operating system issues and assist users with software installations and configuration.
- Diagnose and resolve basic network connectivity issues, including VPN, Wi-Fi, DNS, DHCP, and TCP/IP-related problems.
- Monitor, prioritize, and resolve helpdesk tickets in accordance with established service levels.
- Document technical issues, solutions, and support procedures to enhance the internal knowledge base.
- Partner with internal teams and external vendors to escalate and resolve complex technical issues.
- Support IT security and compliance initiatives by following established policies, procedures, and access controls.
- Maintain the IT Infra and Assets of the India office.
- Maintain the internal servers, IT equipment and company owned devices.
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.
- 3–5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or IT Technician roles.
- Experience supporting Google Workspace, including user account management, access provisioning, and troubleshooting.
- Experience supporting SaaS applications such as Salesforce, Zulip, and other cloud-based business tools.
- Preferable experience with Mobile Device Management (MDM) solutions such as IRU.
- Working experience with SSOs/identity management tools.
- Working knowledge of Windows, MacOS and Linux operating systems.
- Hands-on experience with networking concepts, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
- Experience in Linux Server Management.
- Experience troubleshooting hardware, software, endpoint devices, and connectivity issues.
- Familiarity with ticketing and service management systems.
- Strong analytical, problem-solving, customer service, and communication skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Experience working in a SaaS or technology-driven environment is advantageous.