Junior IT Helpdesk Technician

Description

• Provides first-line support for technical issues to all company employees on site or remotely.
• Monitor and address tickets within the ticketing systems, ensuring prompt resolution or subsequently escalated to the next level of support.
• Collaborate with the Network/Security team for continuous feedback and efficient incident handovers.
• Provides orientation and guidance to employees on how to operate new software and computer equipment.
• Installs, configures, and maintains company hardware and software systems, including receiving and handing over equipment to new employees, internal transfers, and exits. 
•  Administer and manage specific aspects of Office 365, Active Directory, and other services, with a focus on Exchange Online, SharePoint, and Teams, tailoring solutions to meet business needs.
• Documents support processes and solutions for customer configurations and internal inquiries.
• Monitors system performance issues and troubleshoots related issues.
• Confer with leads and management regularly to identify IT needs and determine how the desired results can be achieved.
• Provide support for printers, scanners, and other peripheral equipment.
• Experience of building PCs.
• Ability to communicate in English. Established interpersonal and organizational skills. Must work well in a team-oriented environment.
• Takes initiative and is willing to expand own horizon.
• Willing to accept and provide direction, work well under pressure, and handle multiple tasks.
• Complete all tasks in a timely manner and to a consistent high-quality standard.
• Remains focused, motivated, and effective on all tasks through completion.
• Good communication and writing skills and create documentation where required.
• Directly responsible for adhering to all company policies and procedures.
• Perform any other duties as assigned by Leads or Managers with accountability and responsibility defined prior to the commencement of these duties. 

• Experience of working on a helpdesk
• Inspire confidence and gain trust of the users
• Work effectively as a team member
• Work under stress and complete tasks assigned in a timely manner
• Identify potential issues and resolve in a proactive manner
• Experience in a customer support role
• Pro-activeness to think ahead and identify tasks that need to be carried out and the motivation to complete these on own initiative
• Ability to plan and carry out work when regularly unsupervised
• Confident and professional in dealing with senior members of the company
• Clear and concise communicator both written and verbally
• Flexibility to react quickly, reschedule and prioritise workload
• Confident in assessing situations and taking decisions solely when unsupervised
• Basic understating of Networking LAN/WAN, IP addressing and troubleshooting
• Good understanding of device management tools such as ME Endpoint Central, MS Intune 
• Knowledge of ticketing systems
• IT Security knowledge
• Must have good writing and communication skills in English
• Outstanding organizational and time-management skills