Position Details

Type Not Specified

Experience entry

Exp. Years 2+ years

Education Associate or bachelor’s degree in information technology (IT), or related discipline

Category IT Support & Helpdesk

About this role

This role involves providing technical support to employees across various regions, handling device support, troubleshooting, and maintaining knowledge articles to ensure a high-quality user experience.

Key Responsibilities

End user device support and administration
Engages user support via calls, chats, tickets
Provides onsite support
Creates knowledge articles
Collaborates on support issues

Technical Overview

Supports Windows, Mac OS, iOS devices, uses Active Directory, Azure, Office 365, and ITIL framework for incident management and troubleshooting.

Ideal Candidate

The ideal candidate is an entry-level IT support professional with at least 2 years of experience providing technical support for end users. They possess strong communication skills, are familiar with Windows, Mac OS, iOS, and enterprise tools like Active Directory and Office 365, and are customer-focused.

Must-Have Skills

2+ years of experience delivering IT servicesAssociate or bachelor’s degree in IT or related disciplineExcellent written documentation skillsStrong communication and customer service skillsWell-versed with diagnostic and problem resolution using ITILCompetent in WindowsMac OSiOSFluent in Active DirectoryAzureOffice 365

Nice-to-Have Skills

Experience with ticketing systemsKnowledge of enterprise applications/servicesExperience supporting executive usersOnsite support experience

Tools & Platforms

Ticketing platformsActive DirectoryAzure (Entra ID)Office 365ITIL framework

Required Skills

IT Service DeskHelpdeskWindowsMac OSiOSActive DirectoryAzureOffice 365ITILTicketing PlatformsCustomer ServiceTroubleshooting

Hard Skills

WindowsMac OSiOSActive DirectoryAzure (Entra ID)Office 365ITILComputer SystemsDevice SupportTicketing Platforms

Soft Skills

Customer ServiceCommunicationDocumentationProblem ResolutionCollaboration

Industry & Role

Industry Technology/IT Services

Job Function Provide technical support and device management for employees

Keywords for Your Resume

IT Service DeskHelpdeskWindowsMac OSiOSActive DirectoryAzureOffice 365ITILTicketing PlatformsCustomer ServiceDevice SupportOn-site supportTroubleshootingKnowledge ArticlesTicketing

Deal Breakers

Lack of experience with ticketing systems, No experience with Windows or Mac OS support, No customer service background, Unwillingness to work on-site

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