Helpdesk Technician / IT Support Specialist
Context:
We are looking for a
Helpdesk Technician
to provide high-quality technical support to our internal users, ensuring the stability, performance, and security of workplace technologies. This role is key to maintaining smooth day-to-day operations by resolving issues quickly, assisting users, and contributing to continuous improvement of IT services.
The ideal candidate is proactive, customer-focused, and comfortable supporting both hardware and software environments.
Role Mission:
Ensure all users have a reliable and efficient technical environment by delivering fast, accurate and friendly support-resolving incidents, managing service requests, maintaining devices, and contributing to improvements that enhance productivity across the organization.
Key Responsibilities:
Provide Level 1 & Level 2 technical support
: software, hardware, network, email, VPN, and user access issues.
Troubleshoot and resolve incidents
through the ticketing system, ensuring SLAs are met.
Install, configure and maintain
workstations, laptops, mobile devices, printers, and peripherals.
Administer user accounts
(Active Directory, Microsoft 365, permissions, password resets).
Support onboarding and offboarding processes
: device preparation, account provisioning, workspace setup.
Maintain IT asset inventory
: devices, licenses, accessories, replacements, and documentation.
Perform basic network diagnostics
(WiFi, switches, cabling, IP conflicts).
Ensure security best practices
are followed: updates, antivirus, access control, compliance checks.
Create and maintain documentation
: guides, how-tos, FAQs, troubleshooting steps.
Escalate complex issues
to senior IT staff or external vendors when required.
Contribute to continuous improvement
of support processes, user experience, and IT service quality.
Mandatory Requirements:
Experience in
Helpdesk, IT Support, or Technical Support
roles (L1 or L2).
Strong knowledge of
Windows environments
: installation, configuration, troubleshooting.
Familiarity with
Microsoft 365
applications and administration (Outlook, Teams, SharePoint).
Hardware troubleshooting skills: laptops, desktops, printers, peripherals.
Basic understanding of networking: IP addressing, DNS, DHCP, WiFi, VPN.
Experience using
ticketing systems
(e.g., Jira Service Management, Freshservice, ServiceNow, GLPI).
Strong communication skills and the ability to support non-technical users.
Ability to prioritize, manage multiple tasks and work within SLAs.
Customer-oriented mindset with a problem-solving approach.
Valued (Differentiating) Requirements:
Experience with
Active Directory
and user management.
Knowledge of
Azure AD / Entra ID
.
Experience with
IT asset management
and lifecycle control.
Familiarity with
ITIL principles
or IT service management frameworks.
Basic scripting knowledge (PowerShell is a plus).
Experience in environments with
remote or hybrid users
.
Knowledge of security tools (EDR, MFA, compliance policies).
Experience supporting
POS systems or retail environments
(if applicable).
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