Position Summary

As an IT Desktop Support Technician, your main role involves providing technical assistance and support to end-users for hardware, software, and networking issues they encounter on their desktop computers or laptops. This role is crucial in maintaining a smoothly functioning IT environment within an organization. Here are the responsibilities and qualifications:

Main Responsibilities

·        Serve as the first point of contact for customers seeking technical assistance over the phone or email (providing on-site and remote support)

·        Workstations, Office365 Admin and Windows OS support

·        Experience with Anti-Virus software and troubleshooting

·        Identify and suggest possible improvements on procedures.

·        Manage user AD accounts New Starters, Leavers and access rights in IT systems.

·        Perform daily system operations according to specified procedures.

·        Monitoring and backup of critical systems and services.

·        Knowledge of LAN connection and wireless technologies

·        New installation and building new computers.

·        Support mobile connections to the company's IT systems.

·        Participate in IT-related projects.

·        Continuously follow and evaluate new technical solutions in the IT field.

·        Research and identify solutions to software and hardware issues.

·        Diagnose and troubleshoot technical issues, including account setup and network configuration.

·        Track issues through to resolution, within agreed time limits

·        Properly escalate unresolved issues to appropriate internal teams

·        Provide prompt and accurate feedback to customers.

·        Prioritize and manage several open issues at one time.

·        Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

·        Document technical knowledge in the form of notes and manuals

·        Train users on basic hardware and software usage, and provide guidance for best practices in IT security and data management.

·        Provide remote support to users via phone, messaging and remote connection.

·        Security Management: Assist in implementing and enforcing IT security policies, including malware protection, data encryption, and user access controls.

·        System Upgrades: Assist in the planning and execution of hardware and software upgrades, ensuring minimal disruption to user productivity.

·        Collaboration: Work closely with third-parties, other IT teams, such as network administrators, system administrators, and help desk teams, to resolve complex issues and contribute to larger IT projects.

·        Provide support for peripheral devices: printers, handheld (scanners).

·        Any other IT duties deemed necessary.

The Employee

Qualifications and Experience

·        2-4 years’ experience working in an IT Support environment in English Language

·        Strong IT knowledge, especially knowledge of Active Directory, Office 365 portal, Azure Cloud services, Networks, Citrix, and IT related hardware.

·        Microsoft certification and ITIL, a plus

·        Ensure all issues are properly logged (experience with ServiceNow or similar tool)

·        Proficiency in English/German (French an asset)

·        Proven experience as a help desk technhician or other customer support role

·        Good understanding of computer systems, mobile devices, and other tech products

·        Must be able to work independently and as part of a team.

·        Good analytical and problem solving skills.

·        Excellent communication skills