Level 3 IT Helpdesk

We are hiring!

Job Title: Level 3 IT Helpdesk

• Work Hours: 9 am to 6 pm on the East Coast of the US (GMT-4)

How to Apply:

Click "Apply for Position"

Requirements:

• In-depth knowledge of supporting Servers and Desktop Operating systems
• Active Directory: creation and deletion of user and computer accounts, password reset, unlock account, folder access & user groups management
• 365 Administration: creation of Shared mailboxes and Distribution list, License management, Message tracing
• Strong desktop knowledge (Windows 10,8, and 7) Fixing issues with software, BSODS
• Diagnose and rectify WAN and LAN issues, including ADSL-based technologies.
• Practical experience in PC hardware repairs is an advantage.
• Practical experience in deploying and migrating users from old PCs to new PCs
• Great Verbal and Written communication skills
• Ticketing system hands-on experience

Good to Have

• Basic knowledge of Microsoft Windows Servers 2008-2016
• HyperV, VMware and/or Citrix environment User access management and basic connectivity issues
• Backup Systems & Storages: experience in configuring and maintaining back up technologies including Datto, N-Able Cove
• Email management, Domain hosting via O365 or any Cloud Solutions provider, MFA
• On-prem AD & Azure AD basic administration / backend access
• Demonstrate experience with modem router setup and configuration.
• Working knowledge of wireless networks
• Basic knowledge of TCP/ IP protocols
• A desire to work with SME businesses to directly support their IT infrastructure.
• MSP background

Certifications

• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Technology Specialist (MCTS)
• Microsoft Certified IT Professional (MCITP)

Soft Skills

• Detail orientated.
• Great communication skills verbal and written.
• Customer-first approach
• Ability to research information and solutions relating to support and client service processes

Tasks and Responsibilities:

• Technical Support & Client Communication
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• IT Support relating to technical issues involving Microsoft core business applications and operating systems
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Work with the Service Desk Co-Ordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Understand processes in using ticketing system
• Accurately completing timesheets

Actual Day-to-Day Tasks

• Monitor Ticket Queue utilizing Phone and Email to communicate with clients and solve issues.
• Receive phone calls to troubleshoot issues (create tickets and resolve them)
• Remotely accessing client devices to troubleshoot issues.
• Monitor the RMM platform and be proactive on issues

Ready to take your career to new heights? We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client lookout for a dynamic individual to fill the role of Level 3 IT Helpdesk.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities. Apply now and see how you can be the perfect fit for this exclusive position!