IT Help Desk || EMEA Region || Immediate Joiner || Excellent Comms.

"International Voice Support Experience is Mandatory"

Job Summary:

We are seeking an experienced and customer-oriented IT Helpdesk Support Specialist to provide high-quality technical support to our internal users. This role focuses on resolving technical issues, supporting end-user devices, and troubleshooting desktop and application problems. The ideal candidate will have prior experience in international IT support and be able to assist remote teams across multiple time zones.

Key Responsibilities:

• Technical Support & Troubleshooting:
  Provide prompt, courteous, and effective technical support to end-users across various hardware and software systems, including desktops, laptops, and peripherals. Diagnose and resolve issues related to operating systems, software applications, and network connectivity.
• Desktop Support:
  Set up, configure, and troubleshoot desktop systems, workstations, laptops, printers, and other end-user devices. Ensure users have the necessary hardware and software to perform their roles efficiently.
• International Support Experience:
  Provide IT support across global locations, ensuring timely response and resolution. Manage remote troubleshooting and ensure the same level of service for international teams in different time zones.
• Incident Management:
  Track and manage incidents and service requests using a ticketing system. Ensure all support tickets are resolved within agreed service levels (SLA), and escalate issues when necessary.
• Onboarding & Offboarding Support:
  Assist with the configuration of devices and software for new employees, ensuring a smooth onboarding process. Provide support during employee offboarding, including the retrieval of devices and the deactivation of accounts.
• Software & Hardware Installation:
  Install and configure new software, hardware, and updates. Ensure systems are up to date and compliant with organizational standards and security policies.
• Remote Support:
  Provide remote desktop support to international and remote employees, utilizing tools like remote desktop software, VPN, and other communication platforms to resolve issues efficiently.
• User Training & Documentation:
  Assist in creating user-friendly documentation and guides to help end-users solve basic issues independently. Conduct training sessions or provide written resources to enhance user understanding of common IT systems and tools.
• Collaboration with IT Teams:
  Work closely with other IT teams (network, security, server administration) to ensure smooth troubleshooting and resolution of technical issues. Participate in cross-functional projects and initiatives as needed.
• System Maintenance & Updates:
  Monitor desktop systems, software, and hardware for performance issues, applying necessary patches, updates, and maintenance to ensure system integrity and security.

Qualifications:

• Education:
  Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (CompTIA A+, ITIL, Microsoft Certified Desktop Support Technician, etc.) are highly preferred.
• Experience:
  2-4 years of experience in IT Helpdesk, Desktop Support, or Technical Support, with a strong focus on supporting international or remote teams.
• Technical Skills:
  
• Proficiency in Windows, macOS, and Linux operating systems.
• Hands-on experience with desktop/laptop hardware, peripherals, and troubleshooting.
• Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop, VPN).
• Knowledge of Microsoft Office Suite, Office 365, and common enterprise software applications.
• Strong understanding of Active Directory, Exchange, and other Microsoft technologies.
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Knowledge of basic networking principles (DNS, TCP/IP, DHCP).
• Soft Skills:
  
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills to interact with users of various technical levels.
• Ability to prioritize and manage multiple tasks effectively.
• Customer-oriented attitude with a focus on providing exceptional service.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• International Support Experience:
  
• Experience in providing IT support to global teams and managing support across multiple time zones.
• Ability to adapt to varying regional IT requirements and business needs.