At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Are you ready for that next challenge where your commitment to provide service excellence and support great IT services is matched by technical expertise, integrity, and customer centric values? Are you looking for a company experiencing sustainable growth, has a great product catalog and amazingly cool technology?

If so, read on.

8x8 has an exciting opportunity in our Information Technology team for an IT Service Desk Associate with a breadth of diverse skills, professionalism and experience in supporting systems, processes and building knowledge within a dynamic enterprise environment.

8x8, Inc. (NYSE:EGHT) cloud communication solutions help businesses transform their customer and employee experience with one system of engagement for voice, video meetings, chat, team messaging, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8x8 helps organizations communicate, collaborate and connect from anywhere using any device. No on-premises equipment or maintenance required. That means fewer vendors, fewer bills and fewer apps to manage and provision. Whether you’ve got 10 employees or 10,000 — one office or 1,000 — 8x8’s one cloud communications platform brings it all together.

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You will be responsible for, but not limited to:

• Coordinate and promptly respond to all incidents and service requests through chat, email and remote sessions.

• Log all support queries in the ticketing system.

• Troubleshoot, diagnose and resolve hardware, software and application issues.

• Ensure all diagnostics, errors and screen shots are adequately recorded and captured in ticket notes.

• Manage administration tasks such as onboarding, offboarding, application provisioning and deprovisioning.

• Uphold service excellence through regular communication and set clear expectations to drive user satisfaction.

• Escalate high priority incidents to 2/3rd Line support and to IT Leadership.

• Manage ticket queues effectively and achieve SLA.

• Identify any patterns or trends with ticket types and escalate to Team Lead.

• Document resolutions in service desk knowledge base.

• Follow established IT policies and procedures.

• Contribute to fixes, solutions and suggestions for improving our service.

You should have: (required):

• Minimum 1-2 years experience in a professional IT service desk environment.

• Experience using and managing ticket-based enterprise workflow management systems.

• Outstanding customer service, communication and interpersonal skills.

• Ability to effectively communicate, both verbally and in writing with customers and coworkers in a professional, courteous and positive manner.

• Strong teamwork ethic and dependability.

• Strong analytical and problem solving skills.

• Sound technical knowledge of Windows 10 and latest MacOS operating systems.

• Basic understanding of network fundamentals and troubleshooting (ethernet, wireless, VPN, DNS, TCP/IP).

• Experience with PC management tools and end-user applications.

• Experience with video conferencing solutions and support.

• Experience with VOIP systems.

• Ability to prioritize tasks to complete requests and meet SLAs.

• Flexibility to work rotating shifts in a 24/5 environment.

• Willingness to learn new technologies.

• In office or hybrid work environment

What you’ll need (desirable):

• Diploma in Information Technology or equivalent, or an acceptable combination of education and experience.

• Experience administering and supporting:

  • Active Directory/Okta

  • Apple MDM Solutions - Addigy, JAMF

  • Office Productivity Suites - G-Suite Enterprise (Gmail, GCal, GDocs, etc) and Microsoft Office

  • Jira, Halo ticketing systems

  • Aruba ClearPass / Wireless

  • VPN connectivity - Global Protect and Cisco Anyconnect

• Basic experience with audit, governance, and compliance (SOC2, GDPR, Sarbanes Oxley, ISO 27001)

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

View the Participant Poster in English and Español.

View the Right to Work Poster in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)

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