Senior IT Helpdesk Specialist

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 :

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?