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This role is a combination of Tier 1 and entry level systems administration. The Systems Technician plays a pivotal role as the first responder to all company-related IT support needs, encompassing a diverse array of IT hardware and software solutions. Our Tier 1 Helpdesk staff captures general information regarding IT concerns, needs, or issues and takes appropriate actions to resolve them or escalate the ticket as deemed necessary.
Job Responsibility:
Monitor and Execute incidents/service requests through our in-house ticketing system
Respond to requests for technical assistance through phone queues and log case details according to in the ticketing system
Diagnose and document technical issues with all software and Hardware, including but not limited to workstations and peripherals, USB/Network printers, Point-of-sale systems, VOIP Phones, and Mobile Devices
Troubleshoot and diagnose technical issues affecting end users in collaboration with the team and escalate cases when deemed necessary
Maintain and mediate networking-related issues affecting firewalls, switches, access points, and other devices across all supported sites
Engage third-party vendors when necessary to resolve POS, ISPs, cameras, GPS, and VoIP outages outside our in-scope services
Advise users on IT-defined best practices and communicate company policies
Track inventory and ship IT equipment
Performs other duties as required
Requirements:
Associate degree in computer science or 1-year related field
Excellent written and verbal communication skills
Strong interpersonal skills
Attention to detail
Good problem-solving skills
Working knowledge of fundamental operations of relevant software, hardware, and other equipment
Ability to efficiently use ticketing systems to document and track all support calls
Familiarity with Microsoft Operating Systems and Office Suites
Flexibility with schedule, as this position requires shift work