The incumbent will manage general daily user requests for assistance and support the IT department. The selected candidate must possess excellent technical knowledge and be able to communicate to clients and employees in an effective manner.
CAREER OPPORTUNITIES
Global Gateway Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individual to join our team.
Now hiring for the following position at our Montego Bay Office:
IT HELPDESK TECHNICIAN
JOB OBJECTIVE
Responsible for general help desk duties, including setting up new users, user’s day-to-day application and computer issues. The incumbent will manage general daily user requests for assistance and support the department in maintaining and improving user experience and performance.
KEY FUNCTIONS AND DUTIES
- Responsible for computer, printer and accessory device installations.
- Assist in implementing software and hardware enhancements and upgrades.
- Maintain records with current technical specs, software installations, operating systems, warranties and serial numbers.
- Manage all company smartphones and provide training on usage.
- Provide network access to all authorized team members.
- Troubleshoot end user technology issues.
- Troubleshoot all LAN access and connectivity issues for users.
- Assist with monitoring security of all technology.
- Handle Tier 1 help desk escalations through tickets or phone
- Follow up on outstanding requests and ensure timely resolution
- Provision user accounts and configure hardware as part of on-boarding process
- Perform other related duties as required.
Required Qualifications:
- An Associate’s degree in Computer Science or in a related discipline
OR
- Relevant industry certifications and experience.
REQUIRED EXPERIENCE
- 2 years or more in a similar environment or a related field
- Windows 7, Mac OS X, Google Collaboration Apps and Office 365
- Mac and PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Strong customer service and troubleshooting skills
- Ability to communicate technical information, both verbal and written, to a wide range of end-users
SPECIAL CONDITIONS ASSOCIATED WITH THE JOB:
- Required to work various hours / days (including weekends and public holidays) as required to handle job activities and responsibilities
Required Competencies:
- Ability to work on own initiative
- Proficiency in the use of computer software applications
- Excellent teamwork and interpersonal skills
- Strong analytical and problem solving skills.
- Ability to work under pressure and without constant supervision
- Excellent oral and written communication skills
- Ability at planning and coordinating activities
- Ability to demonstrate tact, confidentiality and professionalism in the execution of duties
Applicants should submit resumé and cover letter no later than March 31, 2017 and clearly state in the subject field the position being applied for.
We thank all applicants, however, only short-listed applicants will be contacted