We are looking for a new passionate and motivated member to join our team as IT Support Helpdesk Technician. As a member of our team, you will play a crucial role in providing remote technical assistance and support to a prestigious global client in the technology industry. The position involves working in shifts of 8 hours, providing coverage 24/5, Monday to Friday.

We are looking for:

• Fluent in English (C1 level, minimum B2 required).
• Basic knowledge of IT concepts and troubleshooting techniques. Basic understanding of computer systems, mobile devices and other tech products
• Strong problem-solving skills and the ability to learn quickly.
• Excellent communication and interpersonal skills.
• Ability to work in a dynamic and fast-paced environment.
• Empathy, patience, and a calm are essential qualities.
• Curiosity and a proactive approach to problem-solving.
• Willingness to work in shifts, providing 24/5 coverage, Monday to Friday.

How we imagine you:

• Passion for technology and for making things work.
• Previous work experience in customer service, though not required.
• IT know-how; hobby or professional.
• Adaptibility in conversation.
• Punctual and responsible mind-set.
• Curious and Enthusiastic about technology and eager to learn.
• Fluent in English, both written and spoken, at an advanced level.

The responsibilities of the IT Support Helpdesk Technician include but are not limited to:

• Provide efficient and professional IT support to our global client, ensuring prompt issue resolution.
• Serve as a first point of contact for users seeking technical assistance over the official channels of communication.
• Handling IT Support Helpdesk related matters via the ticketing platform/ e-mails and chats as per the service levels agreed in terms of response, quality and resolution times.
• Perform remote troubleshooting through diagnostic techniques and standard operating procedures or via new solutions.
• Determine the best solution based on the issue and details provided by the users.
• Direct unresolved issues to the next level of support personnel. Work collaboratively with other technicians and escalate issues as needed.
• Handling and assisting with support for both Software and Hardware related matters globally.
• Provide good customer service at all times, striving to exceed client and business expectations.
• Troubleshooting IT problems based on individual research and or/ Standard Operating Procedures.
• Correct and complete documentation in all incidents and service requests from the ticketing platform, with accurate description of all the troubleshooting steps followed including resolution.
• Performs other duties as assigned by the direct manager.

We are offering:

• Competitive salary and benefits package.
• Work Model: 100% Remote.
• Opportunity for professional growth and advancement.
• Great team with collaborative and supportive work environment.
• Access to cutting-edge technologies and resources.
• Training and development opportunities to enhance your skills.

If you are a dedicated IT professional with a passion for problem-solving and providing exceptional customer service, we want to hear from you.

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