IT Solutions Technician

Responsibilities

• Provide desktop support to end-users across all departments, including troubleshooting, resolving hardware and software issues, and setting up new equipment.
• Respond to IT Support requests promptly and professionally, providing exceptional customer service.
• Manage Active Directory user and computer accounts, groups, and permissions.
• Manage Okta user accounts, groups, and permissions, ensuring users access company resources appropriately.
• Assist in administering Intune and Azure environments, including device management and deployment.
• Create and maintain basic PowerShell scripting to automate repetitive tasks, improving efficiency and productivity.
• Maintain hardware and software inventory, ensuring all equipment is correctly accounted for and maintained.
• Provide training and guidance to end-users on using hardware and software, creating documentation as needed.

Requirements

• Associate of Applied Science degree in Computer Science, Information Technology, related field, or equivalent work experience.
• Minimum of 4 years of experience in desktop support or a related field.
• In-depth knowledge of operating systems such as Windows and Mac, familiarity with hardware and software troubleshooting.
• The ability to analyze and resolve technical issues independently or collaboratively with team members.
• A strong customer service orientation to ensure end-users needs are met effectively and efficiently.
• Knowledge of basic PowerShell commands to automate repetitive tasks, troubleshoot issues, and improve efficiency in desktop support activities.
• Basic understanding of Python or PowerShell scripting to automate and streamline desktop support tasks and the ability to write simple scripts to perform specific functions or extract data from systems.
• Knowledge of IT access management principles and practices, including user provisioning, access request and approval processes, access review, and compliance requirements.
• Understanding of IT service management principles, including incident, problem, change, knowledge base, and release management, as well as experience with IT service management tools such as Jira.
• Knowledge of technology systems and tools, including but not limited to Mac OS (JAMF Pro), Windows (Intune), Office 365, Azure, Okta (or similar platforms commonly used in the tech industry).
• AI Literacy / AI Expectations
• Use approved AI tools in day-to-day troubleshooting to help investigate issues, accelerate learning, and improve resolution quality
• Demonstrate sound judgment in how AI is used, including asking detailed troubleshooting questions and validating outputs before applying changes
• Use AI tools to support scripting, automation, and knowledge-building as appropriate for the role and team environment
• Show curiosity and adaptability in learning new tools and workflows that improve support effectiveness

Benefits

Additional Information

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we're reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it's through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you're ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong. Location: This is an onsite role based at Nextiva's Bengaluru office (Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048). Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity. In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment. Nextiva's IT Solutions team is seeking an experienced and proactive End User Support Specialist to join our team. As a technician, you will be responsible for providing first-level support to our end-users, including triaging and basic troubleshooting. You will also ensure a positive end-user experience by identifying and addressing potential issues before they become problems. The successful candidate will have excellent communication skills, be customer-oriented, and have a passion for technology. This is a five-days-in-office, hands-on support role. You will support end users at their desks, help troubleshoot conference rooms, and work in a fast-paced environment where visibility, responsiveness, and professionalism matter. In addition to day-to-day ticket support, you will gain exposure to project work and structured certification development.

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