Help Desk Technician

Job Description

We are seeking a dedicated Help Desk Technician to join our team. The ideal candidate will possess strong problem-solving skills and a passion for technology. You will be responsible for providing first-line support, troubleshooting issues, and ensuring customer satisfaction.

Responsibilities

• Provide first-line technical support to users via phone, email, or in-person.
• Troubleshoot hardware and software issues promptly and efficiently.
• Assist in setting up and configuring new systems and user accounts.
• Maintain detailed records of support requests and resolutions in our ticketing system.
• Conduct routine checks and maintenance on hardware and software systems.
• Collaborate with other IT staff to resolve more complex problems.
• Train users on new technologies and software applications.
• Document technical processes and user guides for staff and customers.
• Ensure timely responses and updates to all service requests.
• Stay updated with the latest technology trends and solutions.

Requirements

Education

• Degree in Computer Science or related field
• Additional IT certifications are an advantage

Experience

• 3+ years of experience in help desk support or IT service desk role

Technical Skills

• Mac OS and Linux
• Remote Support Tools

Soft Skills

• Customer Service
• Time Management

Certifications

• Microsoft Certified: Azure Fundamentals
• ITIL Certification

Languages

• English: Fluent

Advantageous

• Experience with cloud services (e.g., AWS, Azure): Understanding of cloud environments and support tasks related to them.
• Knowledge of cybersecurity principles: Basic knowledge of cyber security practices and issues.

Benefits

• Medical aid contributions
• Performance bonuses
• Generous leave packages
• Opportunity for career growth and development

Company Culture

• Team Spirit: We promote a supportive team environment where collaboration and mutual respect thrive.
• Innovative Approach: We encourage new ideas and approaches, valuing creativity and initiative.
• Diversity: Our company seeks to build a diverse workforce that reflects the variety of skills and experiences in the community.