IT Support Specialist

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,500 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook and LinkedIn. (IR-RMNI)

We are actively seeking a IT Support Specialist. This role is based in India, Hyderabad.

About Rimini Labs India.

Rimini Street Inc, HQ : Las Vegas, NV, USA a disruptor in third party ERP support services, established undisputed leadership and as a natural progression, entered India with Rimini Labs India kick starting operations in Hyderabad, in 2013 with Global Client Onboarding Services, IT shared services and Global Service Development. In no time, Rimini Labs India started Bengaluru operations going up the value chain with more complex product development (Oracle, SAP, Peoplesoft, JDE etc.) & advanced services (Managed services, Professional services, Security Managed Services etc).

Rimini Labs India gained valuable share in bringing the reputation to Rimini Street Inc of being a global provider of unified support and managed service solutions for enterprise software. Today, Rimini Labs India is a family of about 800+ full time talented individuals, thanks to the remarkable talent that has supported the expansion.

Rimini Labs India has nicely emerged as Global Capability Centre (GCC), and proudly says, “if you are best of the best, you belong to Rimini”. We are on a mission to contribute significantly to our “Rimini ONE” program, a turnkey Rimini Street service program that offers a comprehensive set of unified, integrated services that can run, manage, support, customize, configure, connect, protect, monitor, and optimize your Oracle and SAP ERP, database, and technology software.

Position Summary

The role is to participate in the IT Service Desk operations 24*7 and ensure that end users are receiving the appropriate assistance. This includes the responsibility of utilizing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The person will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. The candidate reports directly to the Service Desk Manager.

 Essential Duties and Responsibilities

• Manage the processing of incoming calls to the Service Desk via ticketing tool, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Follow up on open requests and ensure timely resolution within defined SLA.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Collaborate with IT teams to resolve issues as requested.
• Support Windows and MacBook operating systems as well as AWS VDI and windows IOT for thin clients
• Maintain and audit Active Directory users & computer accounts, access, and groups.
• Provide end-user support with the following software:
  • Web browsers (Chrome, Firefox, Safari and Chrome)
  • Microsoft Office latest and legacy versions
  • Outlook, One Drive, 0365 and Microsoft Teams
  • Workstation Backup Software
  • Applications Support: SAAS and Desktop applications
• Complying with all internal processes and procedures (ISO 27001, QMS 9000, and various related documentation)

Additional Duties and responsibilities

• Track and analyze trends in Service Desk requests and generate statistical reports through Service Now
• Add to or maintain knowledgebase.
• Collaborate with other departments to identify and/or procure software for internal staff
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Routinely assess current environment against technology trends, making recommendations as appropriate
• Provide coverage for IT personnel as requested for absences, etc.

Location

Hyderabad, India

Education

Graduate

Experience

• 3-4 years of IT experience supporting workstation computers running on windows and Mac platforms
• Supporting an environment of at least 500+ employees
• Experience working in a team-oriented, collaborative environment.

 Skills

• Positive attitude, excellent work ethic, strong customer service and exceptionally strong troubleshooting skills
• Exceptional written and verbal communication skills
• Strong technical knowledge of workstation applications like MS Office, M365, One Drive, Microsoft Teams, etc.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation
• Self motivated and team focus to keep up the overall performance.
• Working knowledge of ServiceNow administration would be preferred.

Desired Qualifications

MCSA, MCSE, ITIL and other relevant IT certifications

Why Rimini Street? 

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

• Company
  • We dream big and innovate boldly.

• Colleagues
  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients
  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. 

• Community 
  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 
• Over 5,300 signed clients, including over 180 of the Fortune 500 and Global 100 companies
• Over 2,000 team members in 23 countries
• US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com 

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.