IT Helpdesk Support II

Become an IT Help Desk Support member for Bloomreach! You will be a part of our technical help desk team by providing excellent service and resolving all technical issues for our employees.

Our company provides the best digital experience for the top international e-commerce companies. Your work will impact hundreds of millions of customers in the online space. You will work in our Bratislava hub for 2-3 days per week, the rest of the week will be from home, and be part of the GIST (Global Information Security & Technology) Team. Starting salary of €1,900 per month. 

Tasks and responsibilities

Remote

• Serve as the first point of contact for users seeking IT support over email, chat and phone
• Complete ticketed support items in a timely fashion along with recorded detailed notes and events
• Assist with onboarding & offboarding of users
• Aid users through IT troubleshooting and problem-solving process for online SaaS platform, Windows and macOS operating systems and hardware
• Administer cloud services e.g. Google Workspace (formerly G Suite), Slack, JumpCloud, Jira, Office365, and more
• Direct unresolved issues to the next level of IT support
• Be creative, take your own initiative and solve challenging problems

On-Site

• Organize company-owned desktop & laptop hardware inventory on-site by printing and applying label asset tags to hardware assets
• Physically examine and evaluate returned company hardware from employees to determine if service repairs are required prior to redeployment or if retirement from inventory is warranted
• Initiate computer wipe and OS reinstallation on returned company hardware (macOS, Windows 10-11)
• Maintain IT asset inventory by recording and tracking company-owned desktop & laptop hardware both on and offsite using cloud-based asset management software
• Identify, analyze, and address gaps in inventory processes by performing and documenting periodic hardware asset audits
• Maintain office-specific documentation and KBs on the support of on-site hardware and relevant applications

What we expect of the candidate

Technical requirements

• 3+ years of customer service experience in an enterprise corporate setting in an onsite and remote capacity
• 3+ years of experience with any of the following ticketing systems: Zendesk, ServiceNow, Jira, Service Desk, Freshservice, RT (Request Tracker), Spikeworks, HappyFox
• 2+ years of previous experience with any of the following SaaS platforms: Google Workspace, Office 365, JumpCloud, Okta, Atlassian Jira
• 1+ years of MDM experience with any of the following platforms: Jamf, Mosyle, MobileIron, Fleetsmith, Apple Business Essentials
• Must have the ability to diagnose, troubleshoot and resolve basic to intermediate technical issues
• Proven ability to document and explain technical processes to both skilled, internal team members and external laymen users seeking IT support
• Flexible and adaptable; able to work under pressure and continually context switch

Professional requirements

• Strong proficiency in English
• Customer-service oriented with excellent written and verbal communication. You empathize with those who come to you with their issues and make sure they understand you care about those problems
• Confident and willing to deal with emerging problems, immediate tasks and long-term projects
• Must be organized, self-motivated, professional, responsive and have a sense of urgency
• Have a passion for constantly learning new technologies, trends and opportunities
• Have a keen eye for detail; are the type of person who often spots overlooked issues and anticipates upcoming potential problems
• Comfortable performing various technology focused office tasks (troubleshooting office printer, changing toner, troubleshooting office TVs, power cycling conference room equipment and wireless access points, etc)