What We Do:
Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing. In real time. And at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence and OT/ICS innovation, all supporting our mission and vision.
Join us as we secure the world with our products. We are looking for resourceful individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, visionaries welcomed!
What You Will Do:
This position will be based in Pune, India and will be remote until our new office opens in the coming months.
The IT Help Desk - Level 1 is part of a global team that provides first level resolution for technical infrastructure including laptops running Windows and Mac-OS, mobile devices, end-user applications, and services. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware, software and IT services, troubleshooting problem areas in a timely and accurate fashion, and providing end-user assistance where required.
We are looking for the right person who is driven to provide the best customer service. Professionalism and attention to detail are required.
Coordinate with Level 2 operations and engineering support to resolve incidents. Works directly with end users on their IT services to include resolution and improvement of services.
The ideal candidate has at least 2 years of experience in an IT service desk function in a global company in the technology sector, is passionate about providing service, maintains a profession and pleasant manner using proper customer service skills.
Ensure end-to-end user experience and provides a single point of contact for users’ incidents and requests
Provide timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude
Log and track incidents and requests and follow up with other resources involved to ensure incidents are resolved, and request are fulfilled
Perform analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions
Install, configure, test, maintain, monitor, and troubleshoot users’ workstations and related hardware and software in order to deliver the required service levels
Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility
Document resolutions and update self-help and knowledge bases
Procure hardware/software and conduct assets management processes
Liaise with third-party support and equipment, software, and service vendors
Provide after-hours support as needed
Adhere to IT and company policies and follows procedures
Perform other duties as assigned
What You Bring To Forescout:
2+ years of hands-on experience in an IT Support Tier 1 Help Desk position in a global company
Superior customer service skills in dealing with employees at all levels, including executives
Familiar with IT Service Management tools. Experience with Service-Now is preferable
Extensive computer equipment support experience with Mac/PC and mobile devices iOS/Android/Windows
Hands-on hardware troubleshooting experience with working technical knowledge of current protocols, operating systems, and standards, including Windows and Mac OS, MS Office and other productivity tools
Ability to conduct research into issues and products as required
Excellent written and oral communication skills with the ability to present ideas in user-friendly language
Effective interpersonal skills
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
What Forescout Offers You:
Competitive compensation and benefits – generous PTO policy, and much more
Collaborative and innovative environment – make an impact on worldwide security while working on the hottest technology
Leadership that supports and encourages professional growth and development
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Learn more at: www.forescout.com