Technician in test validation and customer support at FDI company, working on access control and intercom products. Conducting tests, analyzing results, and providing technical assistance to clients.
About the role
- Service Desk Agent addressing inquiries and providing technical assistance for end-users. Contributing to overall productivity and satisfaction in a leading Managed Cloud Provider.
Responsibilities
- Respond to incoming service desk tickets, calls, emails, and other communication channels promptly and professionally.
- Diagnose and resolve hardware, software, network, and other technical issues faced by end-users, either remotely or on-site when necessary.
- Escalate complex issues to appropriate IT teams while ensuring proper documentation throughout the process.
- Guide users through troubleshooting steps and provide clear instructions to resolve common problems.
- Install, configure, and update software applications and operating systems for end-users.
- Maintain accurate records of all service desk interactions through incidents and service requests.
- Assist with user onboarding and offboarding procedures, ensuring seamless access to resources and data.
- Collaborate with other IT teams to improve processes, create knowledge base articles, and enhance the overall support experience.
- Keep up-to-date with technological advancements and industry best practices to improve service delivery.
Requirements
- A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- Proven experience in a technical support role or service desk environment.
- Familiarity with providing support via phone, email, and remote tools.
- Experience in diagnosing and resolving hardware, software, and network issues.
- Prior exposure to ticketing systems and IT service management (ITSM) tools.
- Proficiency in operating systems (e.g., Windows, macOS, Linux) and common software applications.
- Understanding of networking concepts, protocols, and troubleshooting techniques.
- Knowledge of IT security principles and best practices.
- Familiarity with mobile devices and mobile device management (MDM) solutions.
- Awareness of ITIL practices and service management frameworks.
Benefits
- Competitive, above-average compensation
- Global tourist: With us, you can also work from abroad from time to time
- Flexible working time models, home office
- Attractive benefits, e.g. company pension scheme or various health offers
- A modern environment in which the 'you' is part of it
- Open feedback culture, flat hierarchies and a motivated team
- Individual career planning with continuous training and coaching on the job
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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