Job Description

IT Helpdesk Technician

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by providing the best services for homebuyers, led by advantaged underwriting in insurance, to protect the whole home.

As a leader in the home services software-as-a-service ("SaaS") space, we've built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Location: India

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we'd love for you to be a part of it as our IT Helpdesk Technician with the Information Technology team.

Porch Group is looking for an IT Helpdesk Technician who will be responsible for analyzing, troubleshooting, and resolving end-user and technology issues for the Porch Group's Information Technology department. This role provides direct support to Porch Group employees via phone, chat, and standard remote tools, offering guidance and best practices on business-specific programs and technology.

The ideal candidate is comfortable troubleshooting IT products such as Microsoft Windows, Office 365, MacOS, MS Teams, Slack, Zoom, RingCentral, and other business-related hardware or software, and enjoys solving problems in a fast-paced, collaborative environment.

What You Will Do As An IT Helpdesk Technician

• Set up and ship equipment for employee use.
• Monitor all work orders and requests and troubleshoot tickets for status and compliance with established timeframes for work performance.
• Maintain help desk requests, ticket updates and status, general data entry, and data gathering from emails and phone calls for user support.
• Re-image laptops and desktops for re-deployments.
• Ensure proper installation of IT standards, including operating systems and standard software.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Document and maintain an IT knowledge base and maintain inventory of assets and equipment.
• Develop and maintain technical documentation and procedures, or train users in the proper use of hardware or software.
• Install, maintain, support, and troubleshoot operating systems and a wide variety of software applications, peripheral devices, and network connectivity issues.
• Answer questions in a friendly, professional manner to resolve computer problems for employees remotely via email, chat, or telephone, or in person.
• Create, change, and delete user accounts.
• Support scripting and automation efforts to help employees eliminate repetitive work.
• Maintain security standards and patch management across supported endpoints.
• Collaborate with others to resolve information technology issues.
• Resolve computer software issues, questions, and problems.
• Perform other IT related duties or projects, as assigned.

What You Will Bring As An IT Helpdesk Technician

• Strong communication skills, both verbal and written (English), attention to detail, dependability, cooperation, integrity, and analytical skills.
• Bachelor's degree in an IT related field, or 3+ years of relevant on-the-job experience.
• Knowledge of MS Windows and Mac OS X operating systems.
• Excellent organizational and prioritization skills; able to assess prioritization by gauging business impact in consideration of competing priorities.
• Strong interpersonal and influencing skills, with the ability to build credible relationships with multiple business functions.
• Ability to work on multiple concurrent projects and tasks and switch focus as necessary.
• Ability to adapt to rapidly changing priorities.
• 3+ years of relevant corporate IT support operations work experience; preferably in a high-growth, dynamic SaaS environment.
• Familiarity with regulatory compliance standards such as SOX (Sarbanes-Oxley Act), PCI (Payment Card Industry Data Security Standard), and other relevant frameworks to ensure adherence to legal and security requirements.
• Familiarity with the fundamentals of IP Addressing, DHCP, DNS, and basic routing skills.
• IT certifications are a plus.
• Candidates that have worked in IT for a United States based publicly owned company preferred.
• Excellent written and communication skills in the English language.
• Proven experience working with US based business teams.
• Ability to work within core US business hours / time zone expectations - Eastern Standard Time (EST) overlap.
• Working Hours: 8 Hours (Excluding breaks) 4 Core US Hours Overlap (7:30pm- 11:30pm IST) 4 flexible hours (IST)  
• Workspace: A quiet, dedicated space to work, and a reliable internet connection with a minimum speed of 50 Mbps.

What You Will Get As A Porch Group Team Member

Pay Range*: ₹6,93,800 – ₹9,71,300 INR Annually

*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job related knowledge, alignment with market and our Porch employees, as well as your geographic location.

Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.

• Our benefits include medical insurance, accident insurance and retiral benefits
• Our wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events.

What's next?

Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

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