Senior IT Helpdesk Technician

Key Responsibilities:

• Manage, prioritize, and resolve incoming IT support requests through the ticketing system, maintaining clear and effective communication with end-users.
• Diagnose and resolve complex issues related to hardware, software, networks, and SaaS applications with precision and efficiency.
• Provide high-quality technical support to diverse internal and remote employees, ensuring swift and professional issue resolution.
• Identify recurring issues and work proactively to prevent future occurrences, enhancing system reliability.
• Maintain accurate records of troubleshooting and resolution processes. Create and update documentation to support knowledge transfer within the IT team.

Required Qualifications:

• Fluent in English, with strong verbal and written communication skills.
• Minimum of 3-5 years as an IT Helpdesk/Support Technician, with proven hands-on experience in a fast-paced environment.
• Strong problem-solving abilities with advanced troubleshooting skills in network, hardware, and software issues.
• Experience with Microsoft Windows, Linux, Mac, workstations and servers.

• Proficiency in Google Workspace management and Office 365.
• Understanding of Active Directory and user management within complex IT environments.
• Strong service orientation with the ability to empathize with users and maintain a positive attitude under pressure.
• Ability to work independently and effectively handle a dynamic workload.
• Demonstrates a proactive, can-do approach with a solid commitment to continuous improvement.
• Ability to work well within and across departments, fostering positive relationships and supporting team success.
• Strong organizational skills with attention to detail, ensuring reliable and thorough support.

Preferred Skills (Nice to Have):

• Familiarity with advanced security solutions, such as XDR, firewalls, and threat detection tools, to assist in securing company systems.
• Working knowledge of VMware or other virtualization platforms to support virtual environments.
• Basic experience with cloud platforms (e.g., AWS, Azure) and Linux environments, contributing to our hybrid IT setup.
• Knowledge of storage solutions for troubleshooting and managing data storage efficiently.