Information Technology Help Desk Technician
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Industry ICT / Telecommunication Founded N / A Type N / A Website N / A Address
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What You'll Do.
- Provide support via phone, email, chat, and ticketing systems
Troubleshoot and resolve issues related to:
- Windows and macOS workstations
- Mobile devices
- Printers and peripherals
- Microsoft 365 and Google Workspace
- Internet connectivity and network performance
- Routers, modems, Wi-Fi, switches, and access points
- User account access and permissions
- Diagnose and resolve technical issues on first contact whenever possible
- Log, prioritize, and manage support tickets in accordance with SLAs
- Escalate complex issues to higher-level support teams with proper documentation
- Support onboarding and offboarding activities
- Monitor alerts and respond to system notifications
- Maintain accurate records of incidents, resolutions, and customer interactions
- Follow operational procedures, knowledge base articles, and support guidelines
- Deliver an exceptional customer experience with every interaction
Requirements
Technical Skills.
- Knowledge of Windows and/or macOS operating systems.
- Understanding of Active Directory and user account management.
- Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi).
- Experience troubleshooting internet and connectivity issues.
- Experience working with ticketing platforms such as:
- ConnectWise.
- ServiceNow.
- Zendesk.
Professional Skills.
- Strong customer service and communication skills
- Ability to multitask and manage priorities effectively
- Excellent troubleshooting and problem-solving abilities
- Strong attention to detail and documentation practices
- Ability to work independently and in a team environment
- Professional, reliable, and accountable mindset
Experience with:
- Microsoft 365 Administration
- Remote Monitoring & Management (RMM) tools
- Basic cybersecurity practices (MFA, Endpoint Protection)
Key Skills
- Technical Support.
- IT Troubleshooting.
- Networking Fundamentals.
- Internet & HSIA Support.
- Active Directory.
- User Account Management.
- Ticket Management Systems.
- Documentation & SLA Management.
- Problem Solving.
- Customer Service.
- Team Collaboration.
- Organization & Time Management.
- Continuous Learning.