WHO IS Telda?Telda is a financial brand built for Millennials and GenZ to take the pain out of peer-to-peer payments. We are bringing a better way to send, spend and save to anyone who has ever sought an alternative to the traditional banking system.
OverviewThis role will act as the first point of contact for all IT-related queries and issues, ensuring our employees have the seamless technological support they need to work efficiently. The ideal candidate will possess strong problem-solving skills, excellent communication, and a passion for helping others navigate technology.
Responsibilities: 1-Functional:
First-Line Technical Support: Serve as the primary point of contact for all internal IT support requests received via phone, email, chat, or ticketing system.Troubleshooting & Problem Resolution: Diagnose, troubleshoot, and resolve basic to intermediate technical issues related to:- Hardware: Desktop computers, laptops, printers, scanners, mobile devices (phones, tablets), peripherals.- Software: Operating systems (Windows, macOS), Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), common business applications, web browsers.- Network: Basic connectivity issues (Wi-Fi, LAN, VPN access).- Accounts: Password resets, account lockouts, basic user account management (Active Directory).Ticket Management: Log, prioritize, track, and manage all support requests efficiently using an IT Help Desk ticketing system ([e.g., Jira Service Desk, Zendesk, Freshservice, ServiceNow]). Ensure timely resolution and regular communication with users on ticket status.User Guidance & Training: Provide clear, step-by-step guidance and basic training to users on how to resolve common IT problems or effectively use software and hardware.Hardware/Software Installation & Configuration: Assist with the setup, configuration, and deployment of new computers, software, and peripheral devices for employees.Documentation & Knowledge Base: Contribute to the creation and maintenance of IT support documentation, knowledge base articles, and FAQs to enable self-service for common issues.Escalation: Redirect complex or unresolved issues to appropriate senior IT support engineers or specialized teams (e.g., Network, Systems, Security) when necessary, ensuring all relevant information is properly documented.Proactive Monitoring (Basic): Perform basic monitoring of systems and applications to identify potential issues before they impact users.IT Asset Management (Basic): Assist with tracking IT assets, inventory, and equipment lifecycle as needed.Adherence to SLAs: Work to meet agreed-upon Service Level Agreements (SLAs) for response and resolution times.
Required Qualifications
Education: Bachelor's degree in Computer Science, Information Technology, or a related field. 
Skills:- Strong foundational knowledge of computer hardware components, software operating systems (Windows, macOS), and mobile devices.- Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).Familiarity with network fundamentals (TCP/IP, Wi-Fi, VPN basics).- Experience with a help desk ticketing system is a plus.- Excellent communication skills.- Exceptional problem-solving and analytical abilities, with a logical approach to troubleshooting.- Strong customer service orientation, patience, and a calm demeanor when dealing with frustrated users.- Ability to work independently and as part of a collaborative team.- Attention to detail and strong organizational skills.- Eagerness to learn new technologies and continuously improve technical skills.Experience: 2 - 4 years of experience in an IT support or help desk.