Local and remote support of laptops and VM s. Support our applications both on-prem or cloud-based, including email, VPN, collaboration software, and encryption software.
Take ownership of assigned tickets and track to resolution while meeting SLA s. Create support tickets with our vendors/service providers to resolve issues reported by our employees.
Comprehend basic Active Directory administration and be able to join/remove systems from a domain. Add network printers, help users connect to a wireless network, and/or troubleshoot network configurations.
New starter setups and inductions
Maintain and deploy our corporate image onto our laptops and be able to update Microsoft patches as well as various software updates.
Supporting and troubleshooting all end-user hardware and associated peripherals and accompanying software
Supporting any complex related desktop matters (escalating internally and externally where required)
Answer questions in person, by phone/email, and using the help desk ticketing system. Triage incoming tickets and identify/escalate tickets that are critical.
Document ticket resolution and write procedures for the helpdesk knowledge base.
Upkeep of asset management tools to track company-owned hardware and software
Involvement in project work
Qualifications
1-3 years of experience in a similar role (Helpdesk support/technician) and have experience with helpdesk ticketing systems.
Hands-on experience with laptop and server hardware troubleshooting, VOIP and phone technologies, anti-virus systems, and imaging/patching software.
Hands-on experience with virtualization and/or cloud computing environments
Hands-on experience with backup technologies and processes
Ability to multi-task tickets and projects while maintaining a high level of customer satisfaction.
Strong and effective written, verbal and presentation skills with the ability to collaborate with team members at all levels of the organization.
Must have a strong diagnostic and problem-solving ability.
Fast learner, self-starter, proactive, positive, creative, and flexible.
People-oriented with excellent customer service and good communication skills, verbal and written with particular attention to detail
Stays current with emerging technologies and industry best practices.
Must be a team player willing to make every effort to make the team a success.