IT Helpdesk Technician

What You'll Be Doing:

• Troubleshooting all information technology issues, including software, hardware, and networking
• Provision, deprovision, and audit access rights for all company resources
• Assist in the management of Active Directory information, ensuring accuracy and regular updates
• Install and update desktops, laptops, mobile devices, peripherals, networks, and related software
• Assists end-users in resolving complex technical problems. Resolves and/or refers highly complex technical problems as appropriate
• Follows up with end-users to ensure that inquiries are resolved within established SLAs
• Logs and tracks inquiries using a ticketing system while maintaining history records
• Documents and maintains workflows utilized in successful issue resolution
• Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved
• Analyses and evaluates inquiry/problem reports and makes recommendations to reduce the need for help desk involvement and end-user effort
• May provide leadership and work guidance to less experienced personnel
• Mainly Tier 1, partly Tier 2 Support Level
• Working with a global team, providing Network-/Security Services on a high level of quality Assists with routine and ad hoc requests. Supports projects and initiatives within the department

We Expect You To Have:

• Experience of networking fundamentals, mainly TCP/IP
• Windows and Mac OS hardware/software experience
• Microsoft Office knowledge, very knowledgeable with Excel in particular
• Active Directory management experience a plus, but not required.
• Virtual Machine deployment and management
• Wireless technologies and protocols know-how desirable
• VPN technologies (IPsec and SSL)
• Relevant technical certification is highly desirable
• Internal Help Desk Technician to provide phone, chat, email and direct IT support. Must be available some nights and weekends.
• Be a Team player
• Flexible attitude, reliable
• Network maps and document writing
• Customer-friendly demeanour
• Interpersonal skills for interacting with team members
• Good Communications skills
• Organization skills to balance and prioritize work
• Analytical and problem-solving skills
• Leadership skills to mentor and provide guidance to less experienced personnel
• Ability to work in a team environment
• Configure and administer a defined technology/system (e.g., Hardware, Operating Systems, Network and middleware) in support of ongoing operations and projects.
• Manage incidents and requests for a defined technology environment
• Provide network specific technical expertise for the support of security network system.