Member of the Technology Services Team. The Help Desk Technician plays a key role in the delivery of technical support to the company employees, but also required to deliver exceptional customer service and a personalized service.
The Help Desk technician is a collaborative team player with the ability to operate as part of our Global team as required across technology but will be based out of India. It is also important that the User Support Technician is resilient under pressure and able to maintain high standards in spite of such pressures.
What you will do
- Diagnose problems reported by users (both on-site and remotely).
- Prepare computers for end users (mac and windows)
- Mobile phone troubleshooting, and help end users access email accounts.
- Inventory management of equipment and software.
- Propose and apply solutions to identified problems.
- Provide training to employees.
- Follow up with users on open service requests.
- Work closely with users to improve system performance and satisfaction.
- Provide initial troubleshooting and support on all incoming support requests, via email, chat or phone.
- Follow corporate standards, document and track issues and actionable steps taken with our ticketing and project tracking systems.
- Act as liaison to project manager, quality control, development team in an effort to offer proactive service improvements.
- Ability to work as a team member and independently with minimal supervision.
- Ability to work off hours and on-call should the need arise.
- Technical security minded.
Who you are
- Possess a Technical IT diploma and/or equivalent work experience.
- Minimum 1-year experience in an IT support role.
- Knowledgeable of Windows 10/11, Mac OSX, Windows server Support and maintenance (TCP IP, Registry, Command Prompt, Networking…).
- Experience with Help Desk ticketing software.
- Experience supporting on-site and remote users
- Active Directory management experience
- Practical knowledge of using Network Management.
- Apple product experience and troubleshooting
- Basic Knowledge using network terminology (switches / firewalls / VPNsoftware)
