Key Responsibilities: Manage, prioritize, and resolve incoming IT support requests through the ticketing system, maintaining clear and effective communication with end-users. Diagnose and resolve complex issues related to hardware, software, networks, and SaaS applications with precision and efficiency. Provide high-quality technical support to diverse internal and remote employees, ensuring swift and professional issue resolution. Identify recurring issues and work proactively to prevent future occurrences, enhancing system reliability. Maintain accurate records of troubleshooting and resolution processes. Create and update documentation to support knowledge transfer within the IT team. Required Qualifications: Fluent in English, with strong verbal and written communication skills. Minimum of 3-5 years as an IT Helpdesk/Support Technician, with proven hands-on experience in a fast-paced environment. Strong problem-solving abilities with advanced troubleshooting skills in network, hardware, and software issues. Experience with Microsoft Windows, Linux, Mac, workstations and servers. Proficiency in Google Workspace management and Office 365. Understanding of Active Directory and user management within complex IT environments. Strong service orientation with the ability to empathize with users and maintain a positive attitude under pressure. Ability to work independently and effectively handle a dynamic workload. Demonstrates a proactive, can-do approach with a solid commitment to continuous improvement. Ability to work well within and across departments, fostering positive relationships and supporting team success. Strong organizational skills with attention to detail, ensuring reliable and thorough support. Preferred Skills (Nice to Have): Familiarity with advanced security solutions, such as XDR, firewalls, and threat detection tools, to assist in securing company systems. Working knowledge of VMware or other virtualization platforms to support virtual environments. Basic experience with cloud platforms (e.g., AWS, Azure) and Linux environments, contributing to our hybrid IT setup. Knowledge of storage solutions for troubleshooting and managing data storage efficiently.
