Overview

Responsibilities:

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner. 
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. 
  • Build rapport and elicit problem details from help desk customers. 
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. 
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. 
  • Apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization. 
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests. 
  • Develop help sheets and knowledge base articles for end users. 
  • Perform related duties consistent with the scope and intent of the position.

Required Qualifications:

  • At least 2 year work experience in a related field
  • Knowledge of basic computer hardware and infrastructure 
  • Experience working with desktop operating systems such as Ubuntu Linux, Mac OS X and Windows
  • Basic knowledge of terminal in unix based operating systems and CMD in windows 
  • Extensive application support experience 
  • Working knowledge of a range of diagnostic utilities 
  • Basic understanding of networking features and networking hardwares
  • Exceptional written and oral communication skills in English
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • English knowledge B2 

 

What's in it for you:

  • PS4;
  • Playground;
  • Health Insurance;
  • Sick days off;
  • English courses;
  • Technical trainings;
  • Technical library;
  • Sponsored Gym;
  • Bonus Payments;
  • Unique working environment where you communicate and work;
  • Variety of knowledge sharing and self-development opportunities;
  • Competitive salary;
  • Warm atmosphere.
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