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Help Desk Support Specialist

2 meses atrás

Porto, Porto, Portugal Five9 Tempo inteiro

Are you an expert in desktop support looking for a new challenge? Five9, a leader in Cloud based Call Center solutions, is seeking a talented and experienced Junior Desktop Support Administrator to join our team in Porto. This exciting role offers the opportunity to work with cutting-edge technology and be part of a dynamic team that is growing rapidly.

About Us

Five9 is one of the Bay Area's fastest-growing companies, and we're looking for a skilled professional to help us deliver exceptional customer service. As a Junior Desktop Support Administrator, you will play a crucial role in ensuring that our employees have the best possible experience when it comes to desktop-related support issues.

Responsibilities

The successful candidate will be responsible for:

  • Serving as the escalation point of contact for resolution of desktop/laptop related problems in a 1000+ customer enterprise;
  • Responding to Service Desk calls, walk-ups, incidents, and tasks, following in-house procedures and escalation processes utilising our ticketing system;
  • Administering and supporting enterprise level solutions for managing computing devices within the Five9 global enterprise;
  • Troubleshooting research, diagnosing, documenting, and resolving technical issues in a timely manner involving the client compute environment and infrastructure;
  • Providing support services to Five9 employees with technical problems and information technology issues including, but not limited to Apple, Microsoft, VPN or mobile devices, involving desktop, laptop, communication devices or network services from local personnel or remote employees;
  • Serving as the on-site 'smart hands' for Five9 Corporate IT Infrastructure teams for instruction-led tasks such as TelCo closet troubleshooting, equipment racking and network routing;
  • Performing installations, configurations, upgrade tasks, basic repairs and troubleshooting laptop/desktop and workstations, resolve minor to major hardware, software and networking issues;
  • Assisting in identifying resolution gaps at the Service Desk, with any standard operating procedures and customer service guidelines relating to IT support;
  • Documenting and maintaining hardware management lifecycle;
  • Participating in developing documents, implementing standard operating procedures and customer service guidelines relating to remote IT support;
  • Assisting with General IT office maintenance, facilitating onsite meetings, Smart Board/TV and Audio/Visual System Support;
  • Maintaining password security, data integrity and file system security for the corporate desktop environment;
  • Supporting and troubleshooting of printers, copiers and fax machines;
  • Assisting in coordinating and performing office moves, add and changes.
Requirements

To be successful in this role, you will need to have:

  • A minimum of 1 year of enterprise level desktop support experience, including provisioning services and desktop management technologies;
  • The ability to provide outstanding customer service through in-person and remote technical support;
  • Excellent functional/technical skills and great problem-solving abilities;
  • Excellent written and verbal communication skills, with a focus on technical or instructional writing and clearly communicating complicated concepts over the phone, in person, and in writing;
  • Hands-on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS;
  • Experience with Active Directory user, group and policy administration;
  • Experience leveraging various device management tools, including configuration and security management;
  • An understanding of general wired and wireless network concepts and protocols;
  • The ability to work independently or in a group on assignments that are moderately complex, requiring judgment in resolving issues or making recommendations;
  • A willingness to learn quickly and adapt to a changing environment.
Compensation and Benefits

We offer a competitive salary range of $65,000 - $90,000 per annum, depending on experience, plus benefits including:

  • Five9 Shares;
  • Bonus Scheme;
  • Medical Insurance;
  • Life Insurance;
  • 25 days Annual Leave + Public Holidays;
  • Professional development opportunities;
  • A collaborative and dynamic work environment.