We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.
As an IT Hardware and Desktop Support Engineer, you will play a critical role in providing end-user hardware lifecycle management execution & oversight for Alteryx’s India region, as well as deliver professional, efficient onsite and regional end-user technical support. Successful vendor management experience, a strong customer service mindset, and expert knowledge of Mac and PC troubleshooting are essential to succeeding in this role. In our fast-growing company, you will have many opportunities to contribute to the success of a growing, global IT team while honing your technical and customer service skill sets.
Key Responsibilities:
- Hardware Lifecycle Management: Oversee the entire hardware lifecycle for Mac and Windows devices, including procurement, deployment, tracking, upgrades, maintenance, and decommissioning.
- Software Management: Document, maintain, upgrade, or repair software as needed to ensure optimal performance and security.
- Employee Onboarding & Offboarding: Act as a primary technical resource in support of new employees, ensuring timely device provisioning and access to critical systems on day one.
- Customer-Centric Support: Zealously promote a customer-centric approach, working proactively to be a part of end-user solutions.
- End-User Technical Support: Provide high-quality, professional onsite and remote technical support for employees in the Alteryx Bengaluru office and across the APAC region, including troubleshooting hardware, software, and connectivity issues.
- Issue Triage & Resolution: Work closely with the NOC and Desktop Engineering teams to triage and resolve desktop support issues efficiently.
- Support Escalation: Serve as a point of escalation for the Level 1 Service Desk, providing expert PC and Mac hardware support and addressing escalations beyond standard troubleshooting.
- Collaboration & Communication: Work with internal teams to maintain alignment on IT support policies and initiatives, facilitating a consistent end-user experience.
- Knowledge Base Maintenance: Create and maintain Knowledge Base (KB) articles and user-friendly desktop instructions for commonly performed tasks.
- Video Conferencing & Connectivity: Assist with videoconferencing setups and basic troubleshooting, workstation cabling, and general connectivity troubleshooting in the Alteryx Bengaluru office.
- IT Security & Compliance: Ensure compliance with IT security policies related to endpoint protection and data security.
- Process Improvement & Upskilling: Stay current on industry trends and emerging technologies, actively participating in skill development alongside peers.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
- Experience in IT support (5+ years minimum), including experience supporting enterprise environments.
- Experience managing hardware procurement, vendor coordination, and IT asset tracking.
- Demonstrated troubleshooting expertise in PC and Mac hardware/software installation and maintenance.
- Proven customer service mindset with a strong desire to exceed expectations.
- Ability to work independently while maintaining company documentation, planning, and execution standards.
- Strong communication skills and a team-oriented approach to collaboration.
- Proficiency in the Microsoft stack (O365, Microsoft Teams), Windows Operating Systems (Windows 10/11), Active Directory Administration, Group Policies, Microsoft Exchange Online etc.
- Familiarity with Mobile Device Management (MDM) solutions for remote device management.
Desired Qualifications:
- IT certifications such as CompTIA A+, Apple Certified Support Professional (ACSP), or Microsoft
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Basic knowledge of network troubleshooting (TCP/IP, DNS, VPN, Wi-Fi).
Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.
This position involves access to software/technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.
