Tirane, ofrohet vend pune Senior IT Helpdesk
- Tirane
- Nr. Njesia - Zona me e afert?
- 5 Komuna Parisit | Kristal Center
- Tipi
-
- me orar te plote
- Fusha | Profili i punes
-
- IT Teknike | Kompjutera
- Gjuha
-
- Eksperienca
- vetem me eksperience
Senior IT Helpdesk (English)
Job Purpose:
Receiving, prioritizing, documenting, and actively resolving requests from our clients in a timely manner.
A large proportion of this job requires talking to clients on the telephone working in a busy (sometimes high pressure) helpdesk environment. You should have an excellent telephone manner.
Overseeing and reviewing aspects of clients IT infrastructure (including servers, switches, storage, security, software applications, external hosting, remote offices and backups).
Key Responsibilities:
In this exciting and varied role, you will be expected to:
• Manage effectively the resolution of support issues that are reported to us in an efficient manner
• Act as a technical authority, providing expertise to both team members and clients
• Ensure that we surpass our customer’s expectations
• Communicate clearly to all stakeholders
Typical work activities include:
• Assist client end users on M365 / G-suite
• Manage and troubleshoot office networks with servers and pcs
• Manage and troubleshoot Cloud servers and networks with iland/vmware – approx. 80 vms
• Manage Citrix desktop and rdp solutions
• Support client users with Netscaler access
• Support Fortinet security – Fortigate, Fortimail, Fortianalyzer, Fortiems, Forticlient
• Manage Multi-tenant hosted Exchange server
• Manage Kaseya management system for end points and ticket management
• Windows desktop 10/11, Office, M365, G-suite, networking, exchange 2013 onwards, Server 2012 onwards, win Hyper-V
• Review backups and troubleshoot issues (Veeam, Ahsay)
• Manage new user setup, mailboxes, phone email setup, AV rollout
• Manage server and workstation updates, Exchange CU updates
• Manage Hyper V, Citrix
• Update ticketing system with daily resolved issues
Personal skills required:
• Excellent attitude, great phone etiquette.
• Team player with the ability to motivate and educate other team members in principles of service delivery excellence.
• Ability to demonstrate clear & confident communication skills both written and verbal.
• Ability to deal with problems and technical issues in a friendly, calm, and reassuring manner.
• Excellent problem-solving ability. A proactive thinker who encompasses the “bigger picture”.
• Passion for IT and technology, and a drive to help customers take advantage of new solutions.
• An enthusiastic, thorough, and methodical approach to problem solving.
• Ability to multi-task, prioritize and escalate accordingly.
• Self-motivated.
• Ability to learn new skills quickly – for example, supporting new applications.
• Tenacity and dedication to pursue an issue from beginning to end.
• The initiative and reliability to work unsupervised on many occasions.
Technical skills required:
• User support experience– at least 2 years in a senior IT role.
• CCNA certified or equivalent network knowledge
• Ability to produce clear, concise, and accurate documentation and job notes.
• Practical experience troubleshooting Windows 10 & 11 and various applications.
• Practical experience managing M365 & G Suite.
• Practical experience managing Windows Servers, Active Directory, DNS, GPO, DHCP, File & Print Services
• Practical experience managing Exchange Servers.
• Strong understanding of virtualization technologies, VMware & Hyper-V.
• Strong understanding of backups and restoration methods and technologies.
• Strong understanding of Routers, Firewalls and Switches, including VPN and Wireless devices.
• Ability to articulate at an appropriate technical level – e.g., for clients with varying levels of IT knowledge & competence.
Desirable attributes:
• Creative thinking around process analysis and improvement.
• Skills to deal with difficult or demanding clients.
All employees are expected to display behaviors reflective of our Company values: Friendly, Commitment, Accountable, Quality, Trust, Ethical & Integrity
Job Purpose:
Receiving, prioritizing, documenting, and actively resolving requests from our clients in a timely manner.
A large proportion of this job requires talking to clients on the telephone working in a busy (sometimes high pressure) helpdesk environment. You should have an excellent telephone manner.
Overseeing and reviewing aspects of clients IT infrastructure (including servers, switches, storage, security, software applications, external hosting, remote offices and backups).
Key Responsibilities:
In this exciting and varied role, you will be expected to:
• Manage effectively the resolution of support issues that are reported to us in an efficient manner
• Act as a technical authority, providing expertise to both team members and clients
• Ensure that we surpass our customer’s expectations
• Communicate clearly to all stakeholders
Typical work activities include:
• Assist client end users on M365 / G-suite
• Manage and troubleshoot office networks with servers and pcs
• Manage and troubleshoot Cloud servers and networks with iland/vmware – approx. 80 vms
• Manage Citrix desktop and rdp solutions
• Support client users with Netscaler access
• Support Fortinet security – Fortigate, Fortimail, Fortianalyzer, Fortiems, Forticlient
• Manage Multi-tenant hosted Exchange server
• Manage Kaseya management system for end points and ticket management
• Windows desktop 10/11, Office, M365, G-suite, networking, exchange 2013 onwards, Server 2012 onwards, win Hyper-V
• Review backups and troubleshoot issues (Veeam, Ahsay)
• Manage new user setup, mailboxes, phone email setup, AV rollout
• Manage server and workstation updates, Exchange CU updates
• Manage Hyper V, Citrix
• Update ticketing system with daily resolved issues
Personal skills required:
• Excellent attitude, great phone etiquette.
• Team player with the ability to motivate and educate other team members in principles of service delivery excellence.
• Ability to demonstrate clear & confident communication skills both written and verbal.
• Ability to deal with problems and technical issues in a friendly, calm, and reassuring manner.
• Excellent problem-solving ability. A proactive thinker who encompasses the “bigger picture”.
• Passion for IT and technology, and a drive to help customers take advantage of new solutions.
• An enthusiastic, thorough, and methodical approach to problem solving.
• Ability to multi-task, prioritize and escalate accordingly.
• Self-motivated.
• Ability to learn new skills quickly – for example, supporting new applications.
• Tenacity and dedication to pursue an issue from beginning to end.
• The initiative and reliability to work unsupervised on many occasions.
Technical skills required:
• User support experience– at least 2 years in a senior IT role.
• CCNA certified or equivalent network knowledge
• Ability to produce clear, concise, and accurate documentation and job notes.
• Practical experience troubleshooting Windows 10 & 11 and various applications.
• Practical experience managing M365 & G Suite.
• Practical experience managing Windows Servers, Active Directory, DNS, GPO, DHCP, File & Print Services
• Practical experience managing Exchange Servers.
• Strong understanding of virtualization technologies, VMware & Hyper-V.
• Strong understanding of backups and restoration methods and technologies.
• Strong understanding of Routers, Firewalls and Switches, including VPN and Wireless devices.
• Ability to articulate at an appropriate technical level – e.g., for clients with varying levels of IT knowledge & competence.
Desirable attributes:
• Creative thinking around process analysis and improvement.
• Skills to deal with difficult or demanding clients.
All employees are expected to display behaviors reflective of our Company values: Friendly, Commitment, Accountable, Quality, Trust, Ethical & Integrity