Role Overview

Provide first-line technical support to end-users via phone, email, chat, or in-person, ensuring high customer satisfaction.
Diagnose and resolve hardware, software, and network issues by troubleshooting and analyzing system errors or malfunctions.
Escalate complex technical issues to appropriate teams or specialists, ensuring timely resolution.
Install, configure, and upgrade computer hardware, software, and peripheral devices.
Assist in maintaining and administrating user accounts, permissions, and access rights.
Create and maintain accurate documentation of technical procedures, troubleshooting steps, and solutions.
Collaborate with other IT team members to identify recurring issues, develop solutions, and implement preventive measures.
Stay current with IT support trends and technologies, identifying process improvement opportunities.
Provide basic training and guidance to end-users on properly using hardware, software, and systems.
Adhere to established service level agreements (SLAs) and prioritize support requests based on their impact and urgency.
Monitor and respond to IT support tickets, ensuring timely updates and resolution.
Maintain an inventory of hardware, software licenses, and equipment, and assist with procurement processes when necessary.
Create clear communication materials and training support for new or updated processes to ensure successful adoption across teams.
Identify opportunities to streamline data exchange processes and reduce manual work.
Identify process improvements to enhance efficiency and accuracy.
Assist with special or cross-functional projects, tasks, and initiatives as assigned.

Requirements

1-3 years of experience providing technical support to end-users in a help desk or similar environment.
Familiarity with ERP or CRM systems
MS Business Central and Salesforce a plus.

Tech Stack

Benefits

Health benefits with coverage on day one.
Robust paid leave following the birth or adoption of a child.
Hybrid and remote environments allow for collaboration, creativity, and some quiet time to focus.
Professional development, certification, and learning resources to invest in every team member.
Wellness programs offering access to free counseling and health and wellness programs.
Competitive compensation because we are looking for top talent.
A growth environment where creative thought drives limitless potential.

EspriGas

Open Positions (1)

Other

Help Desk Support