Description

Position Overview

We are seeking a skilled and customer-focused IT Service Desk Technician with at least 7 years experience in a similar role. The ideal candidate will be responsible for providing frontline technical assistance, troubleshooting, and support for end-users. This role requires good communication skills and the ability to diagnose and resolve issues efficiently.

Key Responsibilities

• Technical Support
• Act as the first point of contact for IT-related inquiries, incidents, and requests.
• Diagnose and resolve hardware, software, meeting room and network issues for laptops, desktops and mobile devices.
• Provide technical support for general computing applications,
• Device Management
• Deploy and configure devices using Mobile Device Management (MDM) platforms.
• Perform regular updates, patches, and security configurations.
• Manage device enrollments, backups, and recovery processes.
• User Support
• Provide support for user account management, including permissions, password resets, and authentication issues.
• Perform user onboarding and offboarding process as per documented SOP’s
• Deliver training and guidance to end-users on best practices.
• Resolve connectivity issues related to Wi-Fi and cloud-based services.
• Incident Management
• Log, track, and prioritize tickets in the IT Service Management (ITSM) system.
• Escalate complex issues to higher-level support when necessary, ensuring timely resolution.
• Document troubleshooting steps and solutions in a knowledge base for future reference.
• Collaboration and Continuous Improvement
• Identify recurring problems and recommend process improvements or solutions to reduce downtime.
• Stay updated on latest updates, new technologies, and advancements in IT support practices.
  

Requirements

• 7 years of experience in mac support;
• Good understanding of IT desk services, corporate systems, technologies, operating systems (macOS);
• Good knowledge of networking concepts, protocols and technologies, including TCP/IP, DNS, DHCP, VPN, firewalls, routers and switches;
• Hands-on experience with network administration, configuration and troubleshooting
• Ability to work independently and in a team;
• Experience in remote support to people working from home and other remote office;
• Experience and maturity to work in a multicultural environment and ability to communicate ideas, standards and policies with confidence.

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.