Responsibilities:
Technical Support & Troubleshooting
- Provide advanced technical support for hardware, software, and network issues.
- Diagnose and troubleshoot complex problems across various platforms (Windows, mobile devices, etc.).
User Support & Communication
- Serve as a point of contact for users.
- Communicate effectively with users to understand problems and provide timely solutions.
- Document solutions and create knowledge base articles for recurring issues.
Knowledge & Expertise
- Maintain deep knowledge of IT systems, applications, and tools used within the organization.
- Stay updated on new technologies and best practices in IT.
Process & Documentation
- Ensure compliance with ITIL or other service management frameworks.
- Maintain accurate records of incidents, problems, and resolutions in the ticketing system.
Reporting & Analysis
- Analyze incident trends and provide reports to management.
- Recommend proactive measures to reduce recurring issues.
Security & Compliance
- Ensure adherence to security policies and procedures.
- Support access management and user account provisioning/deprovisioning.
Professional Requirements:
1. Education:
• Higher education in a technical field (e.g., IT, computer science, engineering).
2. Work Experience:
• At least 3 years of experience in a service desk or a similar role.
• Proven experience in managing a technical support team.
3. Knowledge and Skills:
• Strong understanding of ITIL or similar IT service management frameworks.
• Knowledge of incident, problem, and change management processes.
• Technical proficiency (operating systems configuration, network connections, software).
• Ability to work with metrics and reporting (SLAs, KPIs).
4. Languages:
• English, Russian