IT Engineer

58 Minutes ago • 8-10 Years • Software Development & Engineering

Job Summary

Job Description

SailPoint is seeking an experienced IT professional to provide technical support to its global team members. This role involves being the primary point of contact for technical issues, escalating tickets, coordinating end-user support, and performing Active Directory/O365 administrative tasks. The IT Engineer will also be responsible for hardware and software maintenance, preventative maintenance, and supporting both local and remote employees. Key duties include tracking and documenting work, assisting with system administration, and creating documentation for solutions and processes. The role requires strong troubleshooting abilities, customer service orientation, and effective time management.
Must have:
  • Experience creating documentation
  • Proven troubleshooting abilities
  • Strong customer service orientation
  • Ability to prioritize tasks
  • Ability to setup, install, configure, and troubleshoot basic Windows and Mac applications
  • Excellent oral and written communication skills
  • Excellent self-task management skills
Good to have:
  • Familiarity with setup, install, and configure of Android and iOS devices
  • Familiarity with automated provisioning tools
  • Familiarity with service desk software

Job Details

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

Be the first point of contact for all technical support issues

Escalate trouble tickets to our infrastructure and development teams as appropriate

Coordinate end user support with other Helpdesk team members or teams

Perform basic Active Directory/O365 administrative tasks

Perform hardware and software maintenance / troubleshooting on all end user equipment

Perform preventative maintenance on equipment and software

Provide support and assistance to local and remote employees

Track and document your work clearly and efficiently

Assist with administering new and existing systems and software

Create documentation of solutions to reported issues, resolution steps, support procedures

Document processes and take inventory of systems

Perform other duties as assigned

The first 30 days, the support specialist will:

Meet the teams and get to know our services and their consumers

Become comfortable supporting their areas of expertise

Make connections within the team and consume knowledge articles to begin to understand the SailPoint way

Expected to gain familiarity with SailPoint’s tech stack and the general workflow of how to provide basic

support in the SailPoint environment (password resets, MFA reset, locked accounts, etc).

Should be able to provide support to more basic issues.

By the end of 60 Days, the support specialist will:

Coordinate with end user support and other Helpdesk teams/team members

Confidently address incidents and requests across our spectrum of services

Join meetings as required and support end users across locations and time zones

Independently manage end-user support devices and supporting applications platforms

By the end of 90 Days, the support specialist will:

Contribute to the existing, on-going and new projects/applications

Recommend and apply environmental changes to strengthen our services

Speak confidently to the standards and services the team provides

Effectively coordinate and communicate with cross-functional teams

Display teamwork skills supporting users within a global environmentMinimum Requirements:

Experience creating documentation, how to articles or equivalent

Proven troubleshooting abilities with a strong customer service orientation

Ability to effectively prioritize and execute tasks, be organized and manage your time

Ability to exercise good judgement

Ability to setup, install, configure, and troubleshoot basic Windows and Mac applications

Excellent oral and written communication skills

Excellent self-task management skills

Familiarity with setup, install, and configure of Android and iOS devices preferred

Familiarity with automated provisioning tools, service desk software preferred

Customer service oriented

Experience:

Education:

8-10 Years of experience supporting Desktops, Laptops and End-users

HS Diploma / Degree / Graduation or equivalent

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.

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About The Company

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise.

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