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IT Helpdesk Engineer

Remote: 
Full Remote
Contract: 
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Offer summary

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field preferred., Active certification in Microsoft Certifications related to Infrastructure, Modern Workforce, or Security is required., Strong technical troubleshooting skills across Microsoft on-prem and cloud stack., 2-4 years of prior experience in IT, professional services, or technology industry preferred..

Key responsabilities:

  • Respond to client IT issues and requests within 15 minutes and provide Level 1 support.
  • Maintain accurate records of all client interactions and resolutions in the ticketing system.
  • Communicate effectively with clients to understand their IT issues and provide timely solutions.
  • Participate in training and development activities to enhance technical skills and improve support processes.

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Vault Outsourcing Scaleup https://www.Vaultoutsourcing.com
201 - 500 Employees
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Job description

Client Support & Issue Resolution

  • Respond to client IT issues and requests within 15 minutes.
  • Provide Level 1 support and triage issues to appropriate teams if necessary.
  • Resolve a defined percentage of issues and requests raised.
  • Maintain accurate records of all client interactions and resolutions in the ticketing system.

Technical Troubleshooting

  • Respond to client IT issues and requests within 15 minutes.
  • Provide Level 1 support and triage issues to appropriate teams if necessary.
  • Resolve a defined percentage of issues and requests raised.
  • Maintain accurate records of all client interactions and resolutions in the ticketing system.

Communication & Client Interaction

  • Communicate effectively with clients to understand their IT issues and provide timely solutions.
  • Keep clients informed of the status of their requests and any changes.
  • Provide excellent customer service and maintain a positive client relationship.

Documentation & Reporting

  • Document all support activities and resolutions in the ticketing system.
  • Contribute to the creation and maintenance of knowledge base articles.

Continuous Improvement

  • Participate in training and development activities to enhance technical skills.
  • Provide feedback to improve support processes and client satisfaction.
  • Stay updated on the latest IT trends and technologies.

CORE COMPETENCIES

  • Strong technical troubleshooting skills across the Microsoft on-prem and cloud stack.
  • Excellent communication and customer service skills, familiarity with ITSM (Jira, etc).
  • Ability to work efficiently in a remote environment.
  • Strong organizational and documentation skills.
  • Ability to work under pressure and meet response time KPIs.


EXPERIENCE REQUIRED

  • [Preferred] Bachelors degree in Information Technology, Computer Science, or a related field.
  • Active certification is required in one or more Microsoft Certifications, in Infrastructure, Modern Workforce, or Security.
  • Other relevant certifications (e.g., CompTIA A+) are a plus.
  • 2-4 prior experience in IT, professional services, or technology industry preferred.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Customer Service
  • Organizational Skills
  • Time Management
  • Communication
  • Problem Solving

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