Senior IT Helpdesk Specialist

2 Months ago • All levels • IT & Infrastructure

Job Summary

Job Description

The Senior IT Helpdesk Specialist will provide technical support for desktop, laptop, and peripheral devices. They will troubleshoot hardware and software issues, perform installations and configurations, and ensure smooth IT infrastructure operation. Responsibilities include responding to support tickets, maintaining documentation, and collaborating with IT teams to resolve complex issues. The candidate must have experience with Windows and Mac OS, customer service skills, problem-solving abilities, and experience with Manage Engine and Intune. They will also provide user training, perform system maintenance, and create technical documentation. This role also involves using Manage Engine and Intune tools for IT service and endpoint management.
Must have:
  • Experience in IT support for desktop, laptop, and peripherals.
  • Strong knowledge of Windows and Mac OS operating systems.
  • Excellent communication and customer service skills.
  • Ability to diagnose and resolve technical issues efficiently.
  • Experience using Manage Engine tools.
  • Experience with Intune for MDM and MAM.

Job Details

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities/ 工作职责 :

The main responsibilities of this role are to provide technical support and assistance to end-users for desktop, laptop, and peripheral devices. This includes troubleshooting hardware and software issues, performing installations and configurations, and ensuring the smooth operation of IT infrastructure. The role also involves responding to support tickets, maintaining documentation, and collaborating with other IT teams to resolve complex issues.

Essential Duties and Responsibilities:

  • Technical Support: Provide first and second-level support for desktop, laptop, and peripheral devices, including printers, scanners, and mobile devices.
  • Troubleshooting: Diagnose and resolve hardware and software issues, including operating system errors, application problems, and network connectivity issues.
  • Installations and Configurations: Install, configure, and maintain operating systems (Windows, Mac OS) and software applications. Set up new user accounts and profiles.
  • Incident Management: Respond to support tickets in a timely manner, ensuring that issues are logged, tracked, and resolved according to SLA.
  • Documentation: Maintain accurate records of support requests, resolutions, and IT assets. Create and update technical documentation and user guides.
  • Collaboration: Work closely with other IT teams to escalate and resolve complex issues. Participate in team meetings and contribute to continuous improvement initiatives.
  • User Training: Provide training and guidance to end-users on IT best practices, software usage, and security protocols.
  • System Maintenance: Perform routine maintenance tasks, such as software updates, patches, and backups. Ensure the security and integrity of IT systems.
  • Manage Engine: Utilize Manage Engine tools for IT service management, asset management, and endpoint management.
  • Intune: Implement and manage Intune for mobile device management (MDM) and mobile application management (MAM), ensuring secure access and compliance.
  • Other Duties: Perform other duties as assigned by the IT Desktop Manager.

Requirements:

  • Experience in IT Support: The candidate should have experience in providing technical support for desktop, laptop, and peripheral devices. Familiarity with troubleshooting hardware and software issues is essential.
  • Knowledge of Operating Systems: The candidate should have strong knowledge of Windows and Mac OS operating systems, including installation, configuration, and maintenance.
  • Customer Service Skills: The candidate should have excellent communication and interpersonal skills, with the ability to provide clear and concise technical support to end-users.
  • Problem-Solving Skills: The candidate should be able to diagnose and resolve technical issues efficiently and effectively.
  • Documentation Skills: The candidate should be able to maintain accurate records and create technical documentation.
  • Manage Engine: The candidate should have experience using Manage Engine tools for IT service management, asset management, and endpoint management.
  • Intune: The candidate should have experience implementing and managing Intune for mobile device management (MDM) and mobile application management (MAM).
  • Education: A degree in Computer Science, Information Technology, or a related field is typically required.
  • Certifications: Certifications like CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar could be beneficial.

Pre-Requisites/ 任职要求 :

Are you game?

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About The Company

At Razer, you'll be at the forefront of the most exciting industry in the world — gaming. Evolving forms of gaming require evolving forms of hardware, software and services. That’s where Razer comes in, offering innovative top-of-the-line products and services to allow gamers to fully immerse in the ultimate gaming experience.Getting onboard Razer will place you on a global mission to bring gamers closer to the games they love. Razer is a place to do great work, offering you the opportunity to be a part of a global team across 11 countries. Whether you are a hardcore evangelist who breathe life to the latest and greatest gaming gear or a behind-the-scene hero who runs our global operations, you are assured of a career-changing quest that transcends time zones and culture with one single spell: For Gamers. By Gamers.The journey towards phenomenal-ness won’t come easy. However, we will excel because gamers rely on teamwork. We achieve greatness because we are wicked problem-solvers and tenacious in clinching victories in all that we do. It is the team that makes Razer where it is today and will continue to bring Razer to even greater heights.

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