Job Overview

Our User Technician plays a key role in ensuring our employees have the tools and technology needed to make an impact at a global scale. In this role, the User Technician will be responsible for providing SME level IT support to employees. You will conceptualize, design, implement and maintain IT Technology for our growing, global organization while identifying gaps, conducting evaluations, and providing direction for enterprise solutions. You will have an opportunity to lead multiple technology projects and programs, collaborate with a dynamic international team and solve complex technical issues and serve as the top tier escalation point for the Technical Support Team.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

• Delivers high-quality technical support to remote and local employees, resolving all problems and emergencies related to laptops, and systems to ensure continuity of service so that end users can accomplish business tasks.

• This role requires shift timings from 12 PM-9PM IST

• Provides advanced level of support and administration on enterprise systems.

• Researches, designs, and deploys technology including hardware, applications, and peripherals.

• Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes to improve system capabilities and workflows.

• Coordinates outages for applications, network and vendor incidents using the ITIL methodology.

• Performs lifecycle management for operating systems and applications by maintaining patches, updates, software deployments etc.

• Identifies potential issues and proactively ensures the highest levels of systems and infrastructure accessibility.

• Follows preventative maintenance procedures and communicates with internal stakeholders.

• Follows the ITIL approach towards projects, implementations, issues resolution, and change management.

• Provides “White Glove” support to the Executive Leadership Team.

• Conducts training sessions and cross-trains other technical services positions to update and expand knowledge and skills.

• Consistently and successfully provide Level II and Level III Support.

• Participates in rotational on-call requirement as well as occasional off-hours work depending on business needs.

• Consistently ensures that business is always conducted with integrity and that behavior aligns with iCIMS’ policies, procedures, and values.

Qualifications

• 5+ years of relevant experience deploying, maintaining, and troubleshooting Windows and/or MacOS operating systems, desktop applications, mobile devices, and network connectivity.

• Demonstrated experience supporting Apple iOS within a corporate environment required; prior JAMF experience highly preferred.

• Advanced competency working with the following technologies, or equivalent related skillsets, based on experience in years specified above:

• Windows, Apple OSX, Active Directory, JAMF, Microsoft Office365 Suite, Azure, Microsoft EndPoint Manager, Intune and scripting ability.

• Excellent communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively; ability to present to a group of stakeholders.

• Ability to work effectively within a fast paced, dynamic environment that is going through high growth.

• A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities and recommend actions.

• Strong results orientation and attention to details with a proven track record of high-quality technical analysis and best in class support.

• Occasional Travel required to other locations (10%).

Preferred

• Tech in Information Technology or related area highly preferred or relevant equivalent work experience.

• JAMF Certified preferred.

• Microsoft Certified Professional (MCP) is a plus.

• ITIL Foundation Certification is a plus.

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.

Compensation and Benefits

Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits