• Ticket Management: Log, prioritize, and manage service requests and incidents in a ticketing system for efficient issue resolution.
• On-Site Assistance: Offer on-site support for tasks such as setting up and troubleshooting video conferencing equipment to facilitate seamless virtual meetings. You will be asked to come to the office at least 4 days a week.
• Hardware and Software Management: Assist with the installation, configuration, and maintenance of hardware and software, including updates and patching. Manage local inventory of IT assets.
• Documentation and Knowledge Sharing: Maintain documentation, FAQs, and user guides to empower end-users to troubleshoot issues independently.
• Communication and Escalation: Communicate effectively with end-users, escalate complex issues when necessary, and ensure a positive and professional customer service experience.
• Performing root cause analysis and initial ticket routing
• Collaborate with external teams within the IT landscape (Architects, Product Owners, NOC, R&D, Developers, Security)
• Make sure knowledge is properly shared among your colleagues in other locations.
• Have the capability and eagerness to take ownership of our day-to-day Service Desk operations.
• Pro-actively monitor health of key elements of infrastructure.
• Technical Proficiency: Competence in hardware, software, and basic networking.• Customer Service Skills: Strong communication, empathy, and patience when assisting end-users.• Problem-Solving Abilities: Analytical thinking and adaptability to identify and resolve issues.• Documentation and Knowledge Management: Skill in maintaining records and organizing information to assist users.• Team Collaboration and Escalation: Ability to work effectively with colleagues and escalate complex issues when necessary.• Experience working in an end-user facing technical role.• Embraces the DevOps culture and has the Agile mindset.• A self-starter, collaborative and capable to work with minimal supervision.• Excellent written and oral communications skills in the English language and the ability to deal effectively with people at all levels and in different professional situations.• Enjoys sharing knowledge with team members; offers support and leadership.