IT Support Technician II
Role Description:
We are looking for a competent Support Technician (IT Support) to provide fast and useful technical assistance on computer systems. You will answer queries on technical issues, offering assistance and/or advice to solve them.
In this position you’ll be part of the global IT crowd, as a helpdesk operator. As Support Technician you will be responsible of monitoring and maintaining the computers systems and networks of an organization, installing and configuring computer systems, diagnosing hardware and software faults and solve technical and applications problems onsite and online via helpdesk software, email or phone.
Key Deliverables of the Role:
- Resolve, transfer or escalate IT tickets raised by internal employees. We are using a well known ticket management system.
- Prepare Mac/Windows laptop computers and working places for usage remotely.
- Work on creating/disabling corporate accounts using Active Directory and other tools
- Troubleshoot and resolve various technical issues either via phone, email and remote control
- Perform asset management and maintenance tasks
- Develop documentation/user guides for common user issues
- Perform on/off boarding of employees in various systems.
- Support users in US (main focus), Mexico, and Europe. This role is a part of a dynamic support team.
Essential Qualifications and Experience Required:
- 3+ years of successful hands-on end user Windows desktop support
- 3+ years of successful hands-on end user MacOS desktop support
- Fluent in English, both written and verbal.
- Strong sense of discretion and confidentiality
Necessary IT skills:
- Microsoft Office support
- Windows 10, 11 and MacOS support
- Mobile device support of both Android and iOS devices mainly IOS
- Know your way around Active Directory
Desired IT skills:
- Fantastic troubleshooting abilities
- Good documentation abilities
- Experience with remote desktop applications and help desk software
- Experience with the Office 365 suite of applications and services
- Decent Google-Fu
‘Soft’ or general skills required:
- Effective professional communication skills and excellent interpersonal skills
- Excellent organizational, prioritization and planning skills with a solid attention to details
- Ability to work well independently as well as part of the team
- Logical thinking
- Ability to follow procedures, but also flexibility to propose solutions for problems
- Looking for ways to improve and promote quality
- Proactively addressing potential problems and taking responsibility if errors occur, working with managers to correct any issues.