Principal Duties and Responsibilities:

The IT Helpdesk Technician will be required to:

• Assist the IT System Administrator in project deployments.
• Serve as the first point of contact for technical assistance over the phone, email, or ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in the helpdesk ticketing system.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures and contribute to a knowledge base.

Required Knowledge and Experience:

• BSc/BA in IT, Computer Science or relevant field or demonstrable experience in a similar role.
• Proven experience as a help desk technician or other customer support role.
• Working knowledge of Office 365 products, Windows OS, and remote desktop.
• Good understanding of computer systems, mobile devices, printers, and other office equipment.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in spoken and written English with excellent communication skills.
• Customer-oriented and used to working in a dynamic environment.