Offer summary

Qualifications:

At least 3 years of experience in IT support or related field., Proficiency in troubleshooting Windows and Mac OS environments., Strong knowledge of networking, including LAN and WAN, and tools like Office 365 and Active Directory., Excellent communication, organizational, and problem-solving skills..

Key responsibilities:

Provide Tier 1 and Tier 2 technical support to end-users.

Escalate complex issues to higher-level engineers when necessary.

Set up and maintain workstations, including hardware and software installation.

Perform troubleshooting, maintenance, and record-keeping to ensure system functionality.

Job description

This is a remote position.

SUMMARY

As a Helpdesk Support Level 1 or 2 professional, you will play a vital role in maintaining and

troubleshooting critical IT systems. You will work alongside highly skilled engineers known

for their technical expertise and commitment to delivering top-tier support.

JOB RESPONSIBILITIES

Provide in-depth Tier 1 to Tier 2 technical support
Tier 2 escalation points for Tier 1, when required
Communicate with the end-user to analyze the problem before providing a solution.
Develop a deep understanding of our company's products
Set up workstations with computers and necessary peripheral devices (routers, printers,
etc.)
Check computer hardware (including HDD, mice, keyboards, etc.) to ensure proper
functionality.
Configure and install appropriate software and functions according to specifications.
Ensure the security and privacy of networks and computer systems
Provide orientation and guidance to users on how to operate the new software and
computer equipment
Organize and schedule upgrades and maintenance without deterring others from
completing their work
Perform troubleshooting to diagnose and resolve problems (repair or replace parts,
debugging, etc.)
Maintain records and logs of repairs, fixes, and maintenance schedules.

Requirements

QUALIFICATIONS

Extensive experience in the field or proven work experience, at least 3 years
Be capable of providing quick resolutions and solutions for small tasks.
Thorough knowledge of helpdesk processes and customer service
Excellent communication ability
Outstanding organizational and time-management skills
Ability to perform remote troubleshooting and provide clear instructions
Hands-on experience with all workstation versions of Windows; familiar with Mac OS
environments; an In-depth understanding of diverse computer systems and networks
Working knowledge of office automation products and computer peripherals, like printers
and scanners
Familiar with Microsoft Office Suite setup and repair
Excellent diagnostic and problem-solving skills
Participates in research and development initiatives when requested.
Proficiency in managing and troubleshooting network issues, including LAN and WAN.
Experience with Office 365, Active Directory, and remote desktop applications.
Familiarity with antivirus software, firewalls, data encryption technologies, and privacy
principles