Desktop Support

A bit about us

Are you curious, innovative, and passionate about IT Hardware and Infrastructure? Do you take ownership, embrace challenges, and love problem-solving?

We're a world-leading smart mobility SaaS tech company with over 2 million active users. Our teams are collaborative, vibrant, and fast-growing, and all team members are empowered with the freedom to influence our products and technology.

We are looking for an Desktop Support / IT Support Technician who will enable the department and the business to function optimally from an IT Support perspective.

The main purpose of the position is to support end users daily to ensure that all workstations, network devices, printers, hardware, and software are up to specifications and functioning correctly, enabling users to perform their tasks.

Responsibilities

Support Infrastructure Regionally

• Proactively maintain branch equipment i.e., UPS, Switches, Wi-Fi, CCTV, Access Control.
• Maintain personal computers, laptops, and IT equipment and Operating Systems (MS Windows and Office).
• Basic command line proficiency in Linux is a plus.
• Experience in Python is an additional asset.
• Prior experience working in an international context is advantageous.
• Proficiency in email management, Microsoft Outlook, email gateways (Microsoft Exchange/Zimbra).
• Familiarity with Excel (basic proficiency), with an advanced skill set as a bonus.
• Familiarity with any ticketing system is a beneficial skill.
• User account management: Active Directory, FreeIPA, IAM, SAMBA AD.
• End user VPN setup and Maintenance, 2FA.
• Security tools: End point protection (Sophos, Trend, Mimecast).

Meet IT Support Service Level Agreements

• Prioritize accordingly to meet customer satisfaction standards.
• Plan and organize daily activities to ensure tasks are completed in time.

Helpdesk Support Function

• Action assigned tickets on the ticketing system.
• Update tickets daily.
• Give timely feedback.
• Ensure that tickets are closed timeously with high-quality service ensuring minimal comebacks.

Requirements

• 2-5 years of working experience in Technical support / IT Support / Desktop / Helpdesk experience.
• Previous JIRA experience or similar ticketing system.
• Additional certifications and IT qualifications will be an advantage, e.g., CompTIA A+, ITIL.
• Knowledge of Active Directory, MS Office Suite.
• Knowledge of Windows XP, Win 7, Win 8, and Win 10 & 11.