• We are looking for an IT Helpdesk Specialist with at least 3 years' experience in a similar position
• Bachelors degree preferred
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Experience researching, analyzing and interpreting automated system problems
• Knowledge of relevant call tracking applications
• Knowledge and experience of customer service practices
• Related experience and training in troubleshooting and providing help desk support
• Advanced English Level

Desirable

• The ideal candidate must provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action
• Serve as the first point of contact for customers seeking technical assistance by email, in person or ticketing tool
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Onboarding Leadtech’s users
• Provision and deprovision of workstation transferred from IT to users
• Provision and deprovision of users with Azure AD and Google Workspaces
• Installation, upgrade, and applications management remotely
• Manage HW’s warranties with the several suppliers
• Maintenance of licenses
• Control about logistics and inventory
• Full technical support to workstations and peripherals
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Inform management of recurring problems
• Stay current with system information, changes and updates

• First step: 15-minute phone interview to get to know you
• Second step: Interview with HR and your future manager to talk about the position and how we approach work. It includes a brief skill assessment test
• Third step: HR’s timely response regarding the status of your application and/or a second interview