Systems Engineer - IT Operations

  • Full-time

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

​​​​​​The ideal candidate for this position must be able to go into the Hyderabad office to assist walk-up employees to help troubleshoot technical issues they may be experiencing. 

  • Analyzes, logs, tracks and resolves complex software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs.
  • Coordinates hardware/software installations and upgrades to ensure work is performed correctly in accordance with company policy. Recommends resolution to complex matters of significance and coordinates the implementation of the approved course of action. 
  • Coordinates and monitors troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning. Recommends course of action and implements as approved.
  • Oversees the installation of client department-specific applications and systems.
  • Ensures installations are in accordance with appropriate operating procedures; determines revisions or updates to installation as needed.
  • Coordinates testing, upgrades, and configuration of system files and services.
  • Ensures changes are in accordance with appropriate operating procedures; recommends revisions or changes based upon results. Prepares for and prescribes approaches to possible downstream implications.
  • Utilizes standard corporate tools to record change and problem activities for tracking purposes.

Qualifications

  • Bachelor's degree or equivalent combination of education and experience
  • 1+ years of experience with computer systems or networking
  • Experience working with computer hardware for installation and upgrades
  • Experience working with computer hardware for installation and upgrades
  • Experience working with software installation/upgrading procedures
  • Experience working with file and system maintenance procedures
  • Experience working with Mac and Windows OS/Systems
  • Experience with Slack, G-Suite, Office365, AD, and Zoom 

Other Qualifications

  • Good organization skills to balance and prioritize work and multitask
  • Good analytical and problem-solving skills to troubleshoot systems problems
  • Good communication skills to communicate with support personnel, customers, and managers
  • Ability to work independently and as part of a team

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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