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IT Help Desk Support (Lead/Manager)

IXceed Solutions

  • Warszawa

    Warszawa, Masovian
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • manager / supervisor
  • home office work
  • remote recruitment

Your responsibilities

  • Provide Level 1 support for end user issues and convey resolutions to end user queries

  • Properly escalate unresolved queries to the next level of support

  • Log, Track, Route, and redirect problems to the correct resources

  • Single point of contact for the end users related to Issues/Requests

  • Act as an interface between the third-party vendors to coordinate, log, track and follow up till the end of ticket lifecycle.

  • Provide Remote resolution to issues/queries where applicable

  • Ensure proper recording, documentation, and closure

Our requirements

  • Experience in technical support environment

  • Understanding of Windows Active directory to troubleshoot issues related to Account administration & access

  • Good knowledge of O365 support – Outlook, Intune, OneDrive, MFA configuration & troubleshooting

  • Understanding of Windows OS support activities like startup issues, memory & disk utilization

  • Understanding of printer functionalities

  • Understanding of different hardware and OS (Desktop, Laptop)

  • Understanding of Microsoft Office suite and troubleshooting basic Microsoft office related issues

  • Knowledge in networking issues (like connecting to internet, network etc.)

  • Understanding of VPN connectivity & troubleshooting

  • Has experience in working with ITSM based ticketing tools (Service Now)

  • Ability to multitask in critical situations and provide Proactive and Predictive support