03/10/2024
๐จWFH JOB OPPPORTUNITY. PLEASE READ THE DETAILS CAREFULLYโผ๏ธ
Job Title: L2/L3 IT OFFICER
Company Overview:
We are a dynamic and growing organization seeking a dedicated L1 and L2 IT Officer to support our internal IT systems and provide technical assistance to our team. If you have a passion for technology and enjoy problem-solving, weโd love for you to join our tech-savvy team.
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Job Description:
- Provide support to end users for technical issues with computers, applications, systems,
devices, access, and hardware.
- Identify, research, and resolve technical problems of moderate to high complexity.
- Respond to telephone, email, and online requests for technical support.
- Document, track, and monitor problems using applicable systems and tools.
- Coordinate with other teams or departments to resolve user problems.
- Remediate alerts from the companyโs monitoring platforms.
- Address security vulnerabilities as provided by the company security team.
- Perform system and appliance updates such as Server OS upgrades and network device
firmware updates.
- Assist with remote deployment tasks and perform remote troubleshooting.
- Hyper-V and VMware hypervisor troubleshooting and upgrades.
- Engage with clients, vendors, or company contacts in emergency outage events.
- Document problem resolution and processes within the companyโs ticketing platform.
- Create technical documentation for client processes, systems, and software tools.
- Recommend improvements to support processes.
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Qualifications:
-3+ years of helpdesk/field-onsite technical support experience for small and medium-sized
businesses.
- Experience with Microsoft technologies, including client/server operating systems,
Exchange, Terminal Services, O ice 365, One Drive, and SharePoint.
- Experience with Active Directory, new user creation, and Windows 7 and 10 operating
systems.
- Proficiency with Linux Operating Systems (Debian, Ubuntu, FreeBSD, CentOS).
- Knowledge of wired/wireless networks and basic networking protocols (DNS, DHCP, VPNs,
WAN/LAN TCP/IP).
- Experience with Telephony VoIP technologies (FreeSWITCH, Yealink, Grandstream, Fanvil)
and troubleshooting tools (Wireshark, PCap).
- Experience with ISP circuits, firewalls (Fortinet, Ubiquiti, pfSense), and security software for
virus protection, spyware, malware, and spam.
- Experience supporting mobile devices and IT support delivery through remote support tools.
- Ability to quickly learn new technologies.
- Experience as a Dispatcher and Helpdesk Escalation resource.
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Core Competencies and Skills:
- Customer Service
- Telephone Skills/Etiquette
- O ice 365
- Computer Troubleshooting
- End-User Training
- Help Desk/Desktop Support
- Issue Resolution
- Mobile Device Support
- Password Resets
- Technical Troubleshooting
- User Guides
- General O ice Software
- IT Help Desk Software โ Datto
- Operating Systems
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Customer Service Requirements:
- Strong client service focus and the ability to manage customer expectations.
- Excellent verbal/written communication, people, and presentation skills.
- Professional and customer-service-oriented attitude.
- Ability to assess technology needs/requirements and develop solutions.
- Handle pressure and client demands e ectively.
Additional Requirements:
- Willing to accept a long-term work-from-home arrangement.
- Amenable to a permanent night shift schedule.
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**Apply now to be part of a dynamic and growing team dedicated to providing exceptional
EMAIL YOUR CV AT [email protected]
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