IT HELPDESK

NOTE: We can only accept applications via the Application Form, so please fill in the form I've attached if you're a fit for the role.

Application Form: https://optinizer.bamboohr.com/careers/90?source=aWQ9MjA=

Job's Purpose:

As a Helpdesk team member, you are responsible for handling first-level support (and second level if qualified) of service requests for a single global Diverge IT client. This relates to all technology, to include: workstations, servers, tablets, printers, phones, networks, vendor specific hardware, software, and general administration tasks




Primary Job Functions:

Technical Support & Client Communication
?Communication with customers as required: keeping them informed of incident progress, notifying them
of impending changes or agreed outages
?IT Support relating to technical issues involving Microsoft’s core business applications such as Microsoft
365 (Outlook, OneDrive, Sharepoint) and operating systems (Windows 10 and Windows 11).
?Basic technical support at the network level: PC connectivity, WiFi setups and security
?Basic remote access solution support: VPN & CITRIX Terminal Services
?Monitor the remote monitoring and management system alerts and notifications, and respond
accordingly through service tickets
?Work with the Service Desk Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
?Escalate service requests that require engineer-level support to client IT Team
?Understand processes in using the JIRA ticketing system to include notes and time tracking
?Accurately completing timesheets and enter working shift times 100%


Required Skills:
?Active Directory: creation and deletion of user and computer accounts, password
reset, unlock account, folder access & user groups management
?O365 Administration: creation of Shared mailboxes and Distribution list, License management, Message tracing
?Strong desktop knowledge (Windows 11 & 10 supported releases)
?Diagnose and rectify network connectivity issues.
?Practical experience in PC hardware repairs is an advantage.
?Practical experience in migrating users from old PCs to new PCs
?Great Verbal and Written communication skills
?Ticketing system hands-on experience




Good To Have:

?Helpdesk (Phone and ticket) Experience supporting global clients
?Basic knowledge of Microsoft Active Director and AzureAD
???Email management and MFA troubleshooting
?On-prem AD & Azure AD basic administration/backend access
?Demonstrate experience with modem router setup and configuration.
?Working knowledge of wireless networks
?Basic knowledge of TCP/ IP protocols
?A desire to work with SME businesses to directly support their IT infrastructure.
?MSP background