https://onecontact.com.mk/job/detail/remote-service-desk-it-support

Roles & Responsibilities

• Field incoming help requests from end users via telephone, online support, and e-mail interactions in a courteous and professional manner.
• Clearly document all pertinent end user identification information, problem details, troubleshooting steps, and final resolution.
• Prioritize incoming trouble tickets and schedule investigation and resolution accordingly.
• Escalate problems (when required) to the appropriately experienced analyst.
• Apply appropriate diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
• Identify and learn appropriate software and hardware items used and supported by the organization.
• Test fixes to ensure a problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests whenever appropriate.
• Evaluate documented resolutions and analyze trends for ways to prevent future problem occurrences.

Qualifications

• 3 to 5 years of previous experience in a similar role
• Experience with desktop and server operating systems, including but not limited to Microsoft Windows 10, Server 2016, 2019, Android, iOS, iPad OS, and macOS.
• Working knowledge of Office 365, Teams, and Active Directory
• Superior Troubleshooting and problem-solving skills
• Superior command of written English with a demonstrated ability to produce quality documentation
• Excellent communication & interpersonal skills.
• Keen attention to detail
• Ability to conduct research into a wide range of computing/technical issues as required
• Ability to present ideas in user-friendly “low-tech” language

Nice-To-Have

• Prior experience with a ticket tracking solution
• Bachelor’s degree or diploma in Information Technology, Computer Science or equivalent.
• CompTIA A+ and ITIL Foundation certification preferred

Working Hours

Mon - Fri 3 PM - 11 PM or 4 PM - 12 AM CET