Desktop Support Technician

PayPal

Aug 23, 2024

Applications are closed

Job
Full-time
Junior & Mid Level
Customer Relations
IT & Cybersecurity
Bangalore

Requirements

2-3 years of IT work experience
Bachelor’s degree in Information Technology or equivalent hands on experience
Industry certifications, this can include MCP, MCSE/MCITP etc.
Image PC’s and MAC’s. (Working knowledge of SCCM and Casper)
Basic knowledge of Active Directory Users and Computers (ADUC)
Enterprise Chat Clients (Slack, Teams)
End-User/Client facing configuration of Office 365
Conference room and video conferencing support
Proficiency in Apple hardware and IOS
Proficiency in Windows software
Working technical knowledge of current protocols, operating systems and standards.
Ability to operate tools, components and peripheral accessories.
Software and Hardware Troubleshooting
Be proficient in supporting Microsoft Windows operating systems, Advanced support of Microsoft Office Suites
Working knowledge of Microsoft AD and remote-control tools
Basic knowledge in networking, LAN / WAN technologies
Working knowledge of Microsoft AD and remote-control tools
Strong logical thinking, and troubleshooting skills
Real world experience with Mac and Windows OS
Outstanding customer service skills
Excellent organizational skills and multi-tasking abilities
Emphasis on task quality (be thorough, detail-oriented, responsible)
An ability to work efficiently and effectively without sacrificing quality
Strong communications skills and ability to work cohesively as part of a team
A desire to continue to learn in the environment
Ability to work cross functionally to find resolutions

Responsibilities

1. Install, upgrade, support and troubleshoot computer hardware and any other authorized peripheral equipment. Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment. Dealing with hardware and application support queries and issues reported to the global support desk and escalated to the Global remote or Desktop Support onsite teams. Customize desktop hardware to meet user specifications and site standards. Provide user data and application recovery. Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines.
2. Manage asset inventory. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. Use tools and methodologies to load, copy and customize operating system configurations for deployment. Responsible for tracking hardware and software inventory.
3. Familiarize end users on basic software, hardware, and peripheral device operation. Take ownership and responsibility of queries, issues and problems assigned to the queue. Be the go-to-person for both the global service desk and the end user when ticket is with you. Participate in incident and problem management. Resolve all escalated technical problems. Work with vendor support contacts to resolve technical issues within the desktop environment.
4. Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas. Maintain adequate knowledge of operating systems and application software used to provide a high level of support. Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
5. Work with vendor support contacts to resolve technical issues within the desktop environment. Order or buy computer systems and liaise with vendors. Arranges for and/or prepares equipment for shipping/receiving.
6. Complete regular training and process refresh to ensure you are compliant to SOP’s and processes at all times to maintain security and consistent service we offer.
7. Trains lower level employees within group.

FAQs

What is the primary role of a Desktop Support Technician at PayPal?

The primary role of a Desktop Support Technician is to support employees with the latest technology, troubleshooting and triaging issues reported to the global support desk while providing excellent customer service.

What qualifications are required for this position?

The position requires 2-3 years of IT work experience, a Bachelor's degree in Information Technology or equivalent hands-on experience, and industry certifications such as MCP or MCSE/MCITP.

Do you need to have experience with both PC and Mac systems?

Yes, proficiency in both Apple hardware and iOS as well as Windows software is required.

What types of technical issues will the Desktop Support Technician handle?

The technician will handle hardware and application support queries, troubleshoot network connectivity issues, and resolve escalated technical problems.

Are there opportunities for training and growth in this position?

Yes, the role includes completing regular training and process refreshes to ensure compliance with SOPs and offers opportunities to train lower-level employees.

What software knowledge is necessary for this role?

Candidates should have a working knowledge of Microsoft Active Directory, Office 365, and be proficient in troubleshooting Microsoft Windows operating systems and Office Suite applications.

Is there any emphasis on customer service in this role?

Yes, outstanding customer service skills and the ability to communicate effectively with end users are essential for success in this position.

What work environment does PayPal offer for this position?

PayPal operates a balanced hybrid work model, offering 3 days in the office and 2 days at the employee's choice of either the PayPal office or their home workspace.

What types of benefits does PayPal offer to its employees?

PayPal offers a flexible work environment, employee share options, health and life insurance, and various other benefits to support employees financially, physically, and mentally.

How does PayPal promote diversity and inclusion in the workplace?

PayPal provides equal employment opportunities regardless of various characteristics and actively creates an environment where all employees feel included and valued, reflecting the diversity of the communities they serve.

PayPal

Technology

Industry

10,001+

Employees

1998

Founded Year

Mission & Purpose

PayPal is a prominent financial technology company that facilitates online payments and money transfers for individuals and businesses. Their fundamental objective is to empower seamless and secure digital transactions, enabling people to manage their financial lives more efficiently in an increasingly interconnected world. At its core, PayPal strives to be the bridge that connects people with the global economy, offering accessible and convenient solutions to move and manage money, ultimately promoting financial inclusion and empowerment.