IT Helpdesk Support

Full job description

We are currently seeking an experienced and customer-focused IT Helpdesk Technician to join our team. The ideal candidate will have a minimum of 3 years of experience in the IT field, with strong communication skills and expertise in managing Firewalls, Microsoft 365, Microsoft Intune, Microsoft Azure, and other related technologies. The IT Helpdesk Technician will be responsible for providing technical support and assistance to end-users, resolving IT issues, and ensuring the smooth operation of IT systems and services.

Key Responsibilities:

• Provide frontline technical support to end-users via phone, email, or in person, ensuring timely resolution of IT issues and inquiries.
• Troubleshoot hardware, software, and network problems, diagnosing and resolving technical issues efficiently.
• Manage and maintain Firewalls to ensure network security and compliance with company policies and industry standards.
• Administer Microsoft 365 services, including Exchange Online, SharePoint Online, and Teams, assisting users with account setup, permissions management, and troubleshooting.
• Configure and manage Microsoft Intune for device management, ensuring devices are secure, compliant, and up to date.
• Utilize Microsoft Azure services for cloud computing, storage, and networking, managing resources and providing support as needed.
• Collaborate with other IT teams and departments to escalate and resolve complex technical issues.
• Document IT processes, procedures, and troubleshooting steps for knowledge sharing and reference purposes.
• Provide training and guidance to end-users on IT systems, applications, and best practices.
• Continuously monitor IT systems and services for performance, security, and reliability, implementing proactive measures to prevent and mitigate issues.
• Maintain a high level of professionalism, customer service, and responsiveness in all interactions with end-users and colleagues.

Requirements:

• Minimum of 3 years of experience in IT support or related field.
• Strong technical proficiency in managing Firewalls, Microsoft 365, Microsoft Intune, Microsoft Azure, and other IT systems and technologies.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to non-technical users.
• Exceptional interpersonal skills, with a customer-focused approach to IT support.
• Proven ability to troubleshoot and resolve a wide range of IT issues in a fast-paced environment.
• Ability to prioritize tasks, manage workload efficiently, and meet deadlines.
• Strong problem-solving skills and attention to detail.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are a plus.