Job Description
About the job IT Specialist
Job Summary:
We are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background. This role will be required to be in the office 4 days per week.
Responsibilities :
Respond to and resolve customer inquiries and issues via phone, email, and in-person
Handle escalations from Level 1 support and provide technical assistance to customers and end-users
Document customer interactions and issues in our ticketing system
Escalate and forward more complex issues to the appropriate IT team
Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
Identify and recommend solutions to improve customer satisfaction and reduce support calls
Collaborate with other teams to resolve complex issues and implement new systems and technologies
Create and maintain support documentation
Monitoring systems and processes
Administering users in Active Directory and applications
Coordinating with vendors to purchase, deploy, and RMA hardware
Instructing users on technology best practices
Qualifications:
4-6 years
of experience in Desktop support
The successful candidate must be a team player with strong customer service and communication skills
Strong technical knowledge of:
Microsoft Windows
PC applications, including Office 365
Network connectivity, including Wi-Fi
Mobile devices and associated apps
Laptop PCs, iPhones, iPads
Collaboration and meeting room technology
Zoom and Microsoft Teams meetings
Meeting room video conferencing
VPN and Citrix remote access
VOIP telephones
Strong technical skills and knowledge of hardware, software, and network systems
Deep understanding of the Windows operating system is a plus
Application packaging experience is a plus
Strong understanding of help desk functions and technical support experience
Strong knowledge of desktop/laptop hardware and BIOS upgrades
Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
Knowledge and understanding of Microsoft Active Directory
Personal Attributes:
Excellent people and communication skills and a passion for exceptional customer service
Excellent analytical and problem-solving skills
Flexibility working in a fast-paced, high-expectations environment
Ability to work well under pressure and handle multiple tasks simultaneously
Working independently and as a member of a worldwide support team
Excellent analytical and problem-solving skills
Excellent listening, interpersonal, written, and oral communication skills
Pays extreme attention to details
Highly self-motivated and passionate about technology and people
Ability to prioritize and manage time effectively
Eager to learn new technologies and applications, and ability to absorb new topics quickly
Education:
A Bachelors degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).
IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)
Jobskey Consultancy
Job Tags
Worldwide,