IT Support Specialist

4 days ago

Durban, South Africa INFUSE Full time

**OUR HIRING PROCESS**:

- We may then invite you to submit a video interview for the review of the hiring manager. This video interview is often followed by a test or short project that allows us to determine whether you will be a good fit for the team.
- At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message, Telegram, etc. and we never hire anyone into our organization without having met you face-to-face (or via Zoom). You will be invited to come to a live meeting or Zoom, where you will meet our INFUSE team.
- From there on, it's decision time If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We do not make offers without giving you the opportunity to speak with us live. After all, we consider our team members our family, and we want you to feel comfortable and welcomed.

We are looking for an IT Support Specialist to join our IT Support Department. As part of the Service Desk Team, you will be responsible for providing remote level 1 technical support to the company's users, managing and resolving incidents and service requests. The main goal is to ensure that users get timely and effective assistance with their IT issues, as well as to maintain user satisfaction.
**Work schedule: Monday-Friday, Working hours: in shifts 0:30 AM - 9:30 AM EST, or 09:00 AM - 6:00 PM EST, incl. 1h break**

**Areas of Responsibility include (but not limited to)**:

- Responding to users' requests and providing technical support;
- Being the single point of contact for any queries to the IT support department;
- Tickets logging and tracking/dispatching/escalating/following up
- Providing L1 technical support to users;
- Users consulting;
- Providing training on using IT systems and services;
- Maintaining a high level of user satisfaction;
- Collaborating with other teams and departments;
- Contributing to knowledge base and documentation;
- Reporting;
- Managing IT assets and tracking them in CMDB;
- Other duties as assigned;

**Qualifications**:

- Solid remote user support experience or experience in similar positions;
- Understanding of the ITIL framework;
- Experience with administration of Windows 10/11 and macOS;
- Experience with:

- Microsoft (Office) 365 services;
- Entra (Azure) Active Directory;
- ITSM and CMDB systems;
- Google Admin console;
- Various Google, Apple and Microsoft apps
- Understanding of networking basics;
- Familiarity with MDM solutions like Intune will be a plus.
- Strong collaboration and communication skills;
- Advanced/fluent written and spoken English;
- Analytical skills;
- Strong attention to detail;
- Focusing on user demands;
- Ability to demonstrate a positive approach, flexibility, and self-initiative;
- Multitasking;
- Managing deadlines effectively;
- Experience working in multinational teams will be a plus.

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