System Administrator

Job Description for Senior Helpdesk role:

Responsibilities:

• Provide onsite desktop support for internal customers, including desktops, laptops, cell phones, mobile devices, printing, and wireless networking.

• Collaborate with cross-functional teams for prompt issue resolution and effective communication.

• Engage with end-users(globally) via VTB live chat to deliver effective technical support and issue resolution.

• Diagnose and troubleshoot hardware, software, network, and application problems.

• Guide users through step-by-step solutions and provide clear instructions.

• Escalate complex issues to higher-level support, maintaining ownership until resolution.

• Real-time ticket entry by utilizing, monitoring, and managing our ticketing system.

• Document interactions and solutions in the help desk ticketing system for reference and knowledge base enrichment.

• Continuously improve support processes and stay updated with technology trends.

• Setup, configure, image, re-image company PCs, tablets, and mobile devices.(Intune setup)

• Manage user accounts for active directory and other applications.

• Other duties as assigned by management.

Profile:

- Proven Help Desk Technician experience with a focus on onsite support.

- One year of technical support experience.

- Passion for excellent customer service and helping users.

- Excellent written communication skills for explaining complex technical concepts simply.

- Proficiency in live chat tools and help desk ticketing systems.

- Solid understanding of hardware, software, networking, and operating systems.

- Proficiency in Azure, Intune, Office 365, Windows, macOS, and Exchange Online troubleshooting.

- Thrives in a fast-paced environment, handling multiple onsite support tasks.

- Strong problem-solving skills, thinking critically under pressure.

- Exceptional time management, prioritizing tasks effectively.

- Patience, empathy, and a positive attitude with end-users.

- Basic knowledge of remote desktop tools and techniques.

Basic Qualifications:

- Ability and willingness to learn new technologies.

- Excellent organizational skills with the ability to listen, follow up, attend to detail, and accomplish desired results verbally and/or in written form to appropriately document issues.

- Hardworking, motivated, and self-directed, able to think critically.

- Strong analytical and quantitative abilities.

- Candidate must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.

- Strong Microsoft Office Professional skills.

- Excellent verbal and written communication skills.

- Able to handle a high-volume workload in a fast-paced environment.

- Effective organization and time management skills.

- A high degree of self-motivation, commitment, and integrity.

- Ability to work independently and in a team environment.

- Strong interpersonal skills.

Preferred Qualifications:

- 2 years of equivalent experience.

• - Degree in MIS, IT, information systems, or related major.