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Senior IT Support Technician

Arcadia

Arcadia

IT, Customer Service
Chennai, Tamil Nadu, India
Posted on Thursday, August 10, 2023

Who We Are

Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis. Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible.

In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization. To date, we have connected hundreds of thousands of consumers and small businesses with high-quality clean energy options. Fast forward to today, and now, we’re thinking even bigger. We have launched Arc, an industry-defining SaaS platform that empowers developers and energy innovators to deliver their own custom, personalized energy experiences, accelerating the transformation of the industry from an analog energy system into a digitized information network.

Tackling one of the world’s biggest challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean electron, we look forward to learning what you would uniquely bring to Arcadia! Visit www.arcadia.com.

HQ: Washington, DC

$1.5B valuation; $380M funding to date

Job Summary:

Join our dynamic IT team and play a pivotal role in delivering exceptional IT support to Arcadia's global workforce. As a Senior IT Support Technician, you will provide comprehensive technical support, ensuring the smooth operation of end-user devices and the timely resolution of technical issues. You will collaborate with cross-functional teams, leverage Jira Service Desk for efficient ticket management, and contribute to the continuous improvement of our IT support services. This position requires working in a shift-based schedule to provide 24x5 support to our global users.

Responsibilities:

  • Provide technical support for MAC and Windows operating systems, troubleshooting hardware and software issues, and ensuring optimal performance of end-user devices
  • Utilize Jira Service Desk for efficient ticket management, ensuring timely handling of user requests and incidents
  • Collaborate with cross-functional teams to address user needs and deliver effective technical support using Jira Service Desk
  • Resolve complex technical issues escalated by the support team, ensuring timely resolution and customer satisfaction
  • Assist in the development and maintenance of IT support processes, procedures, and documentation to ensure consistent and efficient service delivery
  • Monitor and analyze support metrics to identify areas for improvement and implement corrective actions
  • Stay updated with the latest technology trends and advancements in IT support to enhance knowledge and contribute to continuous learning within the team
  • Collaborate with other IT teams to implement and maintain global IT infrastructure, systems, and applications
  • Provide guidance, coaching, and support to junior IT support technicians, fostering their professional growth and development

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Minimum of 5 years of experience in IT support, with a proven track record of providing exceptional technical assistance
  • Proficiency in supporting MAC and Windows operating systems
  • Experience working in a shift-based environment, providing global IT support
  • Strong knowledge of IT support principles, best practices, and methodologies
  • Familiarity with Jira Service Desk or similar ticketing systems for efficient ticket management and user support
  • Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and stakeholders
  • Strong problem-solving and decision-making abilities, with a keen attention to detail
  • Ability to thrive in a fast-paced work environment and manage multiple priorities effectively

Benefits:

  • Competitive compensation based on market standards
  • We are working on a hybrid model with remote first policy
  • Apart from Fixed Base Salary potential candidates are eligible for following benefits
    • Flexible Leave Policy
    • Office is located in the heart of the city in case you need to step in for any purpose
    • Medical Insurance (1+5 Family Members)
    • Flexible Benefit Plan
    • Awards and Bonus
    • Annual performance cycle
    • Quarterly engagement activities

Eliminating carbon footprints, eliminating carbon copies.

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. While we are currently unable to consider candidates who will require visa sponsorship, we welcome applications from all qualified candidates eligible to work in India.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.