À propos du rôle
• Offer remote technical support to company staff and troubleshoot computer and network problems.
• Diagnoses and resolves simple end user network and local printer, email, internet, VPN and localarea network access problems.
• Logs activities in IT Service Desk proactively follows up with users regarding open tickets, tracks problem resolution steps.
• Coordinate and accommodate a variety of priorities in a fast-paced environment.
• Escalate non-resolvable issues to higher-level teams and follow-up in a timely manner.
• Manage and Operate Active Directory, Office 365, and VPN.
• Ability to work well independently as well as in a team-oriented environment.
• Adhering to SLAs to manage end user expectations.
• Creation and termination of user accounts for business applications • Understand and Follow ITIL best practices.
• Assist with onboarding and offboarding users.
• Changes user passwords accordance with organizational guidelines.
• Follow up with end users on the status of their tickets.
• Develop help sheets and FAQ lists for end users.
• Demonstrate high level of ownership and provide support for significant/major incidents.
• Develop a solid knowledge of the systems and applications managed by our team, as well as its best practices to implement from time to time.
• Occasional on-call support after hours
Exigences
• Certificate, diploma, or degree in computer science or another relevant field.
• 4-7 years of experience as an IT Support, minimum of 3 years’ experience in a similar role
• Certification as IT Analyst will be an advantage (e.g., CompTIA A+, NET+, MCP, MS900, AZ900)
• Solid hands-on experience with Windows 10.
• Working knowledge of Active Directory, Office 365 and ticketing systems • Good understanding of internet security and data privacy principles
• In-depth understanding of diverse computer systems, printers and networks
• Provide exceptional customer service via phone, in person, and email as appropriate.
• Proven experience of working in an ITIL environment
• Excellent problem-solving and critical thinking skills and keen attention to detail
• Good organization, time management and prioritization
• Flexibility to work outside regular business hours when necessary to address urgent technical issues or perform system maintenance.
• Effective communication skills, including speaking, writing and active listening.
À propos de l'entreprise
We offer you.
• A safe and dynamic work environment
• Be part of an amazing team
• Competitive benefits and pension plan
• Flexibility to work from home.
• Continuing education & training
• Tremendous potential with a growing organization