Description
Position at LeadVenture
Help Desk Technician I
The Help Desk Technician I is part of a global team that is responsible for first-level support to all our customers. The candidate must be able to adapt to a constantly changing, fast-paced environment. The candidate must also possess excellent communication and organizational skills and perform tasks with a sense of urgency and professionalism.
Essential Functions
- Be present and available during assigned Help Desk shifts
- Monitor and respond quickly to incoming incidents and service requests in the Help Desk system adhering to SLA metrics
- Perform remote troubleshooting when needed to resolve incidents and service requests from the Help Desk system
- Maintain and update open incidents and service requests to ensure a timely resolution, escalating to level 2 or supervisor/manager if unable to resolve
- Collaborate and stay engaged in team conversations using the company's collaboration tools
- Attend all scheduled meetings/trainings
- Participate in after-hours work as needed
- Perform other tasks as directed by the supervisor/manager
Common Tasks Performed
- Investigate and resolve routine hardware, software, and network issues
- Install and update client software in an enterprise environment
- Educate and train users on proper use of company supported systems and software
- Follow all standard operating procedures (SOP) through the effective use of Knowledge Management
- Work with Level 2 Tech to update knowledgebase documentation
- Work with Level 2 Tech to create accounts and configure hardware as part of the on-boarding process
- Provision hardware following the current process
- Repair or replace client hardware as necessary
- Monitor internal assets to ensure accurate inventory records
- Support VoIP phone systems and infrastructure
- Support Office 365 and Google Workspace environments
- Perform network troubleshooting and issue resolution
Requirements
- Experience managing, installing, and supporting Windows 10
- Experience supporting Mac's
- Experience troubleshooting common computer issues
- Understanding of networking fundamentals (TCP/IP, VPN, QoS, VoIP, routing)
- The ability to function within a Help Desk system workflow
- Growth mindset, drive to continuously learn new technologies
- English Proficiency due International support
- English application (Resume)
- Able to attend office in La Paz at least 2 days per week
Extra Considerations
- Active Directory, O365 Admin and Google Workspace experience in an enterprise setting
- Certifications in ITIL, MCSA/E, CCNA, Network+, Security+, A+
- Experience working with Windows Server 2016/2019 and virtualization technologies (Hyper-V, VMware)
Personal Skills
- Excellent customer service skills
- Strong communication skills
- Strong organizational skills
- Strong troubleshooting and problem-solving skills
- Ability to work within a team environment
- Ability to prioritize tasks and adjust priority when asked
- Accountability for completing the task while working in a remote environment
- Flexible with the ability to adjust between remote working and in-office when asked
- Ability to work under pressure
- Endeavor to implement proactive solutions
- Must be able to lift and carry computer equipment up to 40lbs short distances