IT Desktop Support Technician

Job Summary:

IT Desktop Support Technician must be great communicators and be able to translate their technical knowledge into an actionable direction as we act as a single point of contact (SPOC) for all end users requests. When we dont have an answer we know how to research the problem and come up with a solution while always providing amazing customer service.

Set Up: Work-From-Home

What Youll Do:

• Complete hardware and software requests using our ticket system from diagnosing issues and troubleshooting to delivering a solution
  
• Provide quality customer support for all incoming contacts (via call chat email or web ticket) for IT-related issues or requests
  
• Diagnose technical issues and requests related to laptops network access O365 apps including MS Teams MS Windows 11 VPN Exchange and SaaS-based systems
  
• Log & categorize all contacts within an incident management (ticketing system) tool and own ticket follow-up: monitor personal ticket queue daily and take appropriate action
  
• Identify and escalate urgent / priority incidents as required
  
• Maintain in-depth knowledge of supported products and services
  
• Ability to prioritize effectively and execute tasks in a high-pressure environment
  
• Be available for 24/7 after-hours support
  
• Be available to travel and work from the office as business demands
  

Requirements

• Technical degree or diploma and/or equivalent business experience
  
• 3 years of service desk and specialized IT experience
  
• Exceptional written oral organizational and time communication skills ability to produce precise comprehensive documentation
  
• Ability to absorb and retain information quickly and to present ideas in user-friendly language
  
• Support PC hardware mobile device management and printers
  
• Extensive application support experience with the latest versions of Microsoft Office 365 MS Teams Windows 11 Active Directory and various other SaaS-based technology
  
• A Network Azure Fundamentals AI Fundamentals ITIL and other industry-related certificates are an asset
  
• Some knowledge and experience with Azure (Entra ID) Mobile Device Management O365 Admin Center and PowerShell is required
  
• Knowledge and experience in cybersecurity principles and practices Intune Autopilot not required but preferred
  
• Basic knowledge of AI-powered service desk tools such as MS Copilot and ServiceNow are preferred
  
• Must be willing to work on shifting schedule.
  
• Immediate joiner is an advantage
  

Benefits

WHAT WE OFFER:

Great Place to Work-Certified Company

Premium HMO

Holistic employee experience

Work-from-home and hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program