It User Support Specialist

Come join an exciting, high growth company where you will provide hands-on, technical, and customer-facing support while delivering first-rate customer service across the Tricentis organization! If you are a team-oriented, support-minded individual with a strong technical background, then an IT on-site support position at Tricentis might be perfect for you. In this role, you will be a resident problem-solver, providing front-line, in-person and remote support for Tricentis internal employees. You will have the opportunity to use your expertise to identify and troubleshoot issues, investigate root causes, partake in process creation, and provide solutions to IT-related issues. Come be a part of the Global End User Support team!

The IT User Support Specialist will be part of a global End User Support (EUS) team that provides first-rate customer service while performing ticket-based support to Windows and Mac users. Using your troubleshooting and technical skills the IT User Support Specialist is expected to work in a hybrid fashion with 4 days a week being on-site at the local Tricentis office. EUS Team members document all work through the ITSM ticketing tool (ie. Requests, Incidents, Changes, Asset Management). End User Support team members are required to be detailed-oriented, process-driven and accountable for their areas of responsibility. EUS Team members operate as the “smart hands” of all IT solutions inside their local Tricentis office and are responsible for engaging the proper IT Teams to ensure the support of said solutions. Management of IT hardware inventory (laptops, monitors, and IT-sanctioned peripherals) through InTune, JAMF and ServiceNow; onboarding and offboarding of Tricentis team members; support of AV solutions and proper ticket management/ownership all fall under the responsibility of the End User Support team.

Essential Requirements

• Bachelor's degree or equivalent combination of additional experience and education (High school diploma or equivalent required)
• Exceptional customer service orientation and great sense of urgency
• On-Call Availability
• Fluent English Speaker
• Excellent interpersonal skills
• Ability to effectively prioritize and execute tasks in a dynamic and demanding environment.
• Must have demonstrated analytical and problem-solving skills.

Required Qualifications

• Excellent understanding of the fundamentals of desktop administration
• Strong knowledge of Asset Management concepts (asset deployment, asset retrieval, disposal, inventory management)
• Experience install and configuring both hardware and desktop apps/software
• Excellent skills in customer service, teamwork, documentation and communication (verbal and written)
• Excellent troubleshooting skills
• Ability to lift up-to 40 lbs
• Excellent knowledge of Windows and Mac Operating Systems
• Has experience with process development/improvement/installation
• Minimum 4 years’ experience in an End-User/Desktop Support Role
• Understanding of Network Administration, Active Directory, O365, Vulnerability Patching, IT-Security Tools
• Understanding of ITIL fundamentals (incident, request, problem, change)
• Performing analytical and technical tasks on PC systems and MacBooks

Desirable Requirements

• Jamf experience
• Intune experience
• ServiceNow experience
• A+ Certification

Tricentis Core Values

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

• Demonstrate Self-Awareness: Own your strengths and limitations.
• Solve Problems Together: We win or lose as one team.
• Serve Our Customers & Communities: Create a positive experience with each interaction.
• Think Big & Believe: Set extraordinary goals and believe you can achieve them.
• Move Fast: Create momentum and efficiency.
• Run Towards Change: Challenge the status quo.
• Finish What We Start: Do what we say we are going to do.

Why You’ll Love Working At Tricentis

• Company paid Disability and Life Insurance
• 401(k) plan, full benefits package available
• We’re a global company! Potential to visit one of our many offices around the world including in Austria, Australia, Belgium, Denmark, Germany, India, Netherlands, Singapore, Switzerland, Poland, United States, and the UK
• Market conform salary + success-oriented bonus
• Hybrid work environment
• Supportive and engaged leadership team

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran.