Overview
Provide first-level technical support and remote assistance to users across diverse locations and contexts, ensuring the smooth operation of IT systems and tools.
Key Responsibilities
- Provide first-level technical support by diagnosing and resolving hardware, software, and network-related issues.
- Troubleshoot and resolve issues related to Microsoft OS, Office 365, MSF internal applications, mobile devices, and videoconferencing tools.
- Escalate unresolved or complex technical issues to level-2 support.
- Utilize remote support tools to assist users across various geographical locations and time zones.
- Communicate with users regarding the status and resolution of their IT requests.
- Document technical incidents and problems, solutions, and procedures.
- Draft user-friendly guidelines and manuals for common IT issues and new tools.
- Collaborate with cross-functional teams and IT administrators.
- Support the deployment and maintenance of IT systems and tools.
- Contribute to the continuous improvement of IT support processes and tools.
Required Experience
- Proven experience providing IT support to end users in a multinational and/or multicultural environment.
- Proven knowledge of Microsoft platforms and environments, including Windows OS, Microsoft 365 (O365), Intune, and Entra ID.
- Knowledge of key IT Security concepts and principles.
- Experience troubleshooting hardware, software and end-user IT issues, providing both onsite and remote technical support.
Qualifications
Technician’s degree in Information Technology, Computer Systems, or a related field is required.
