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.
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