Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

​​​​​​The ideal candidate for this position must be able to go into the Denver office to assist walk-up employees to help troubleshoot technical issues they may be experiencing. 

• Analyzes, logs, tracks and resolves complex software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet business needs.
• Coordinates hardware/software installations and upgrades to ensure work is properly performed in accordance with company policy. Recommends resolution to complex matters of significance and coordinates the implementation of the approved course of action. 
• Coordinates and monitors troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning. Recommends course of action and implements as approved.
• Oversees the installation of client department-specific applications and systems.
• Ensures installations are in accordance with appropriate operating procedures; determines revisions or updates to installation as needed.
• Coordinates testing, upgrades and configuration of system files and services.
• Ensures changes are in accordance with appropriate operating procedures; recommends revisions or changes based upon results. Prepares for and prescribes approaches to possible downstream implications.
• Utilizes standard corporate tools to record change and problem activities for tracking purposes.

• Bachelor’s degree in computer science, or related field preferred
• 3+ years of experience with computer systems or networking
• Experience working with computer hardware for installation and upgrades
• Experience working with software installation/upgrading procedures
• Experience working with file and system maintenance procedures
• Experience working with Mac and Windows OS/Systems
• Experience with Slack, GSuite, Office365, AD and Zoom 

Other Qualifications

• Good organization skills to balance and prioritize work, and multitask
• Good analytical and problem solving skills to troubleshoot systems problems
• Good communication skills to communicate with support personnel, customers, and managers
• Ability to work independently and as part of a team

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

Summary of Freshworks Benefits:
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

Total compensation potential target: $77,000 USD

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.