System Administrator Assistant
3 days ago
The ideal candidate for this position will possess excellent communication skills and a customer-centric approach. As a Help Desk Technician, you will work closely with our internal users to provide timely and effective support, resolving issues promptly and accurately.
Responsibilities:
- Handle incoming support requests through Jira Service Management, ensuring timely resolution based on priority
User Support via Slack:
- Respond to inquiries in both general and direct message channels
- Guide users to the relevant forms on the ITSM portal for request submissions
- Provide status updates on existing tickets, monitor SLAs, and address overdue requests when applicable
Access and Setup Support:
- Facilitate access provisioning to internal systems and services
- Assist users with software installations, hardware setups, and general troubleshooting
Diagnostics and Issue Resolution:
- Perform initial diagnostics of software and hardware issues remotely using tools like TeamViewer, Zoom, and Google Meet
- If the issue cannot be resolved at Level 1, collect comprehensive details and escalate to the relevant technical team
Skills and Qualifications:
- Fluent in English
- Strong ability to follow detailed instructions and established procedures with precision
- Proven capability to analyze and resolve unfamiliar technical problems independently
- Confident user of both Windows and macOS operating systems
- Hands-on experience with Jira Service Management for handling service requests and incidents
- Proficient in Slack for internal communication and support handling
- Skilled in using Google Workspace (Gmail, Docs, Calendar) in a business environment
- Previous experience in a technical support role is required
- Ability to efficiently navigate and manage various internet services, including user registration and account management
- Basic understanding of webhooks, JSON, and REST APIs for working with integrations and automated processes
- Prior experience working as a System Administrator
- Familiarity with ITSM best practices and frameworks (such as ITIL)
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