Position Summary

As an IT Desktop Support Technician, your main role involves providing ON-SITE 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

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