• 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 the 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 1 year of work experience in a related field;
  • Readiness to take Night Shift schedule;
  • English knowledge B1/B2/ both written and verbal communication skills required;
  • Knowledge of basic computer hardware and infrastructure;
  • Experience working with desktop/server operating systems such as Ubuntu Linux, Mac OS X, and Windows;
  • Basic knowledge of terminal in unix based operating systems and CMD in windows ;
  • Basic understanding of networking features and networking hardware;
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills;
  • Communication skills and customer service knowledge specific to IT industry.



  • Health Insurance;
  • Sponsored Gym;
  • "Work From Home" Days;
  • Bonus Payments;
  • Individual KPI (Key Performance Indicator);
  • Technical trainings and wide library of books and courses;
  • Variety of knowledge sharing and self-development opportunities.


  • ´╗┐PS4;
  • Playground;
  • In house and outdoors team activities;
  • And more to come soon.