Desktop Support Specialist
Adaugat: 2 zile în urmă
AA Consultant Group
Desktop Support Specialist
Adaugat: 2 zile în urmă
AA Consultant Group
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We have an immediate requirement in Ploiesti Romania. The resource is expected to work out of the customer office all 5 days. This is an immediate requirement.
Key Responsibilities
• Provide Level 1 technical support via phone, email, chat, and self-service portal
• Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
• Troubleshoot issues related to:
o Windows and macOS end-user devices
o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
o Active Directory (password resets, account unlocks, group access)
o VPN, network connectivity, Wi-Fi, and printer issues
• Perform initial diagnosis and resolution using knowledge articles and SOPs
• Escalate unresolved incidents to L2/L3 teams with accurate documentation
• Follow ITIL-based incident, request, and problem management processes
• Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
• Provide user communication and status updates throughout the ticket lifecycle
• Participate in shift handovers and knowledge sharing sessions
• Identify recurring issues and suggest improvements or automation opportunities
• Support new user onboarding/offboarding tasks as per SOPs
• Assist in major incident calls by handling communications and ticket updates
Technical Skills & Experience
• 5–6 years of experience in an Enterprise IT Service Desk / End User Support role
• Strong hands-on experience with:
o Windows 10/11 and macOS
o Microsoft 365 & Teams administration basics
o Active Directory and Azure AD fundamentals
o Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
• Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar
• Familiarity with remote support tools and endpoint management solutions
• Exposure to VDI, MFA, and endpoint security tools is a plus
Requirements
Monday to Friday, 9:00 AM – 5:00 PM
5 days a week, 8 hours per day
Local language + English (B1–B2 level)
Contract Type:
Freelance B2B contract
Initial duration: 1 year (extendable)
Work authorization: Work permit
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