Offer summary

Qualifications:

Proven experience in IT support and backend troubleshooting., Strong understanding of IT systems and service desk operations., Excellent communication skills for liaising with vendors and internal teams., Ability to document processes and maintain technical documentation..

Key responsabilities:

Manage escalated service desk tickets and provide backend support.

Coordinate with vendors for troubleshooting and system maintenance.

Assist in deploying new IT systems and participate in upgrades.

Maintain IT documentation and monitor infrastructure performance.

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Job description

Backend Support & Ticket Management:
• Handle escalated service desk tickets that require in-depth troubleshooting or backend configuration.
• Investigate and resolve system issues that impact internal teams and business operations.
• Provide technical guidance to the front-line service desk team, ensuring efficient issue resolution.
• Document fixes and processes to improve knowledge-sharing across the IT team.

Vendor & Third-Party Liaison:
• Work with external vendors and service providers for advanced troubleshooting, escalations, and system support.
• Coordinate with third parties for maintenance, updates, and integrations of IT systems.
• Track and follow up on vendor-related support tickets to ensure timely resolution.

System Rollouts & IT Projects:
• Assist in the deployment of new IT systems, tools, and software across the organization.
• Participate in system changes, upgrades, and migrations, ensuring minimal disruption to operations.
• Test and validate new system implementations and configurations before deployment.
• Provide backend technical support for system transitions and company-wide IT initiatives.

Technical Assistance & Documentation:
• Act as a technical assistant to the service desk, providing deeper troubleshooting insights and backend system changes.
• Maintain IT documentation, including system configurations, troubleshooting steps, and vendor contacts.
• Assist in monitoring and maintaining IT infrastructure, ensuring optimal performance and security compliance.

Required profile