Chat with us!

Desktop Support

This is great entry level opportunity to IT and eGain! We’re a leading provider of cloud customer engagement solutions with Fortune 500 clients. The successful candidate will assist in supporting the IT infrastructure of eGain by providing day-to-day Desk Top IT support, administration and maintenance on a variety of hardware, software, and network products in an information technology infrastructure environment. The role would mainly focus on eGain employee support in a Microsoft environment (Windows 10, Office 2016, Windows Servers and Office 365).


Location: Sunnyvale, CA
No. of Position: 1
Job Type: Fulltime


  • Provide professional practical hands-on support to a variety of customers to ensure that technical faults and/or requests are handled well.
  • Support and monitor existing infrastructure, perform preventative maintenance work, backup and perform other regular support activities to ensure effectiveness and to provide cover on such tasks when required.
  • Fixing/replacing parts in desktops, laptops, printers.
  • Provide assistance and support regarding the local phone system.
  • Liaise with external suppliers and support agencies for the ongoing support and maintenance of relevant hardware and software.
  • Ensure that all work and changes are performed in such a way as to minimize disruption to existing business use.
  • Assist in keeping track of the eGain infrastructure assets and ensure that the infrastructure and data is kept secure at all times.
  • Perform activities in a productive, timely and effective manner.
  • Liaise with colleagues and partners in an appropriate manner, keeping users up to date with progress and setting expectations with regards to appropriate courses of action and timelines.
  • Undertake additional duties as required by the IT Manager.
  • Create reports and prepare concise documentation.
  • Establish and maintain effective relationships with coworkers across departments.

Ideal qualifications/skills

  • Can-do attitude.
  • Experience in a Customer Support role or similar IT-related role
  • Comfortable working with employee support requests either by phone, emails, or office walk ups.
  • First line server & infrastructure troubleshooting.
  • Windows system administration and OS install experience.
  • Active directory administration.
  • Quick learner of new technical concept and new software.
  • Excellent communication skills and attention to details.
  • Strong analytical, troubleshooting and problem solving skills.
  • Must be able to work effectively and collaboratively with team members across geographies and across different organizational groups.
  • Remote screen sharing experience.
  • Hard drive imaging experience
  • Mobile phones setup and support
  • MAC OS familiarity
  • Hypervisor VM creation and administration
  • Amazon AWS / Azure experience
  • Basic BASH/Powershell scripting