IT Support Specialist

Convoso is a CCaaS leader of contact center software for sales and lead generation teams. Since 2006, Convoso has continuously innovated its cloud based dialer solutions to drive customer growth, while supporting regulatory compliance.

Location: Vadodara, Gujarat, India

Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.

Headquartered in Los Angeles, the company has employees around the globe. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LAs Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The companys foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.

The Job:

At Convoso, were constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. Thats where you come in.

We are looking for:

IT Support Specialist is responsible for providing first-level technical support to onsite and offsite employees. The role involves diagnosing and resolving technical issues related to software, hardware, and network systems while delivering exceptional customer service. This position requires excellent communication, problem-solving skills, and a strong understanding of IT systems.

Stepping into this very challenging role will mean stepping into a dynamic environment. Therell be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

What Youll Be Doing:

• Respond to and resolve employee-reported technical issues via helpdesk in a timely and efficient manner.
• Diagnose and resolve software, hardware, network, and other IT-related problems, escalating issues to higher-level support when necessary.
• Driving the administration, setup, and support of macOS and Windows-based systems.
• Manage and update helpdesk tickets, ensuring issues are tracked, prioritized, and resolved within Service Level Agreements (SLAs).
• Provide users with basic training and guidance on software applications, systems, and equipment.
• Maintain documentation of user issues, system configurations, and troubleshooting procedures for future reference.
• Managing, configuring, and troubleshooting primary SaaS tools i.e. Google Workspace, Atlassian, Microsoft O365 and MDM systems (Jamf/Intune)
• Assist with installation, configuration, and setup of computer hardware, software, and peripheral equipment.
• Work closely with other IT teams (network, systems, etc.) to solve complex issues and ensure seamless IT operations.
• Perform onboarding and offboarding of employees as directed by HR.

• 3-4 years of experience in IT administration or a similar role.
• Experience working with cloud-based platforms like Google Workspace, Microsoft Azure/Intune, or Google Cloud is a plus.
• MDM administration (Jamf/Intune)
• Experience with administration of: Google Workspace, Atlassian, ZenDesk, Salesforce
• Experience troubleshooting MacOS, Windows 10 and mobile devices (iOS and Android)
• Excellent written and oral communication skills
• Basic IT Security principles, procedures, and best practices
• Strong organizational, problem-solving, and analytical skills
• Prior experience working with a distributed helpdesk team
• Ability to manage priorities and workflow
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail
• Creative, flexible, and innovative team player
• Excellent technical troubleshooting skills
• Ability to work within a set budget and find cost-effective solutions to complex problems
• Ability to implement effective change management strategies
• Stable home internet connection is required

• 100% covered premiums for employees + dependents (spouse + upto four children)
• PTO, Paid Sick Time, Holidays
• Your birthday off
• Monthly credits toward food & beverage
• Employee referral bonus
• And a team of highly experienced and kind colleagues!

• Casual office environment & dress
• Fully stocked kitchen (Dietary restriction-friendly)
• Flexibility of Shift
• Free parking on office premises