Sr. IT Support Specialist

Alation continues to hire for roles at various locations with all interviewing and on-boarding done virtually due to COVID-19 crisis. Everyone new to the Alation team, along with our current workforce, will temporarily work from home until it is safe to return to our offices.

Alation pioneered the data catalog market and today is leading its evolution into a platform for a broad range of data intelligence solutions including data search & discovery, data governance, and digital transformation. Nearly 200 enterprises drive data culture, improve decision making, and realize business outcomes with Alation. For more information, visit https://www.alation.com/

Alation is seeking to add to our IT team at our Chennai, India location. Our IT team is in need of a Tier II help desk technician. The Tier II specialist is responsible for various managed IT support related but not limited to onboarding, strategic technical projects, ongoing technical maintenance and trouble-shooting support. This role reports to the IT Team Lead at Alation’s HQs (Redwood City, CA). This role requires knowledge in desktop, software, networking, server, and firewall issues. Additionally, this role is supporting the PST shift.

Responsibilities:

• Tier II aids support to the Alation Helpdesk which is the first line of support for our internal customers
• Responds to the internal customers with an analysis of their needs through qualifying questions via in-place communication platforms and may use remote applications to diagnose the needs
• Tier II will communicate and work as a team with Tier III to solve a user’s issues
• Tier II will use logic and knowledge to solve complex customer problems
• Works to implement technical projects such as SSO integrations, system maintenance, or cross-platform integrations that may impact other teams
• Routinely uses computer and network knowledge to troubleshoot and find the best solution for the customers workflow needs
• Consistently reviews and prioritizes tickets and workload
• Provides technical support for various business applications and collaboration tools
• Documents calls and resolutions in ticketing system to ensure continuity throughout the team
• Encourages and builds positive relationships and communicates effectively with all co-workers and possibly vendors

Requirements:

• Bachelor's degree or related experience in Computer Information Systems/MIS or other business related field
• A+ certification, Network and Security certification
• +3 years experience working in the IT field preferred
• Must have working knowledge to provide support on the following solutions: AWS - Instance Management (S3), Networking (VPC, Nat Gateway, Subnetting) Networking - PAN Firewall Management experience VPN - Connectivity and resource access questions Mac and Windows OS - Support for both Operating Systems- Strong problem solving skills
• Must possess solid analytical, communication and technology skills
• Ability to multi-task with a strong attention to detail
• Must maintain confidentiality of information
• Excellent organizational and customer service skills
• Must be a self-motivated individual with a willingness to work well with others on a regular basis
• Strong writing and speaking skills
• Ability to work PST shift to support our US staff with their projects

Bonus:

• General understanding of SSO platforms such as OKTA
• General understanding of MDM platforms such as AirWatch/Workspace 1 UEM
• General understanding of Atlassian JIRA
• General understanding of GSuite

More About Alation
Our founders have come together from different backgrounds: business, engineering, and design. This unique mix from our founding team is important to the Alation culture story. Today, our team consists of creators and communicators with varied backgrounds - from Stanford, to the Indian Institute of Technology, big companies and one-person startups, the United States, and abroad. We continue to seek ever more diverse perspectives as we grow.

Why Alation?

• Market-Leading Data Catalog Provider
• High-growth, collaborative environment with diverse and inclusive teams
• Continuous learning, enrichment and development opportunities
• Competitive pay and health offerings
• Flexible time off to relax and recharge and much, much more!