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IT Helpdesk Technician

Bulgaria

Resolve is seeking a dedicated IT Helpdesk Technician to join our team. You will collaborate with other IT professionals to provide assistance to internal customers and be capable of diagnosing and troubleshooting software and/or hardware issues. The goal is to implement and maintain the IT network and ensure employees have the required applications and programs installed. Below is a more robust list of the IT Helpdesk Technician’s daily responsibilities and required skills.

Responsibilities

  • Research and identify solutions to common software and hardware issues
  • Diagnose and troubleshoot technical issues, including but not limited to, user account setup and network configuration
  • Ask targeted questions that quickly identify root causes
  • Work within reasonable time limits, all the while, tracking computer system issues from ticket initiation to conclusion
  • Professionally communicate with clients, either via phone, email or chat, stepping through a series of actions aimed at system resolution
  • Understand when to properly escalate unresolved issues to appropriate internal teams or colleagues (e.g. software developers)
  • Provide prompt and accurate feedback
  • Refer to internal database or external resources to provide accurate technical solutions
  • Ensure all technical issues are properly logged
  • Capable of multitasking, understanding the importance of prioritization and can manage more than one open task at a time
  • Post trouble shooting follow up with clients with the goal of ensuring their IT systems are functioning as designed
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes, white papers and/or manuals
  • Build and maintain a relationship of trust with all users

Requirements & Skills

  • Proven work experience as a Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other technical products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (e.g. TeamViewer, Zendesk)
  • Familiarity with Microsoft O365 Suite of tools (e.g. Word, Excel, Outlook, Teams)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
  • Experience with Cloud Service Providers is a plus, preferably AWS

To apply, fill out the form below and attach your resume. You can also reach out to us directly at jobs@resolve.io.

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About Resolve

At Resolve, our focus on empowering human ingenuity extends well beyond our products and begins with the people in our organization. We are looking for individuals with a strong sense of pride in their performance, an appetite for innovation and a desire to join a worldwide company that is on a rapid growth trajectory. We offer our employees an opportunity to work in a fun, fast-paced environment, as well as competitive compensation and benefits. If you’re looking for an opportunity to make a noticeable impact on a growing organization, want to be recognized and rewarded for your efforts and realize your full potential, we invite you to explore a career with us.

What We Offer

  • Work on interesting and industry leading products in the IT automation field
  • Great Team of smart and friendly engineers
  • Competitive remuneration
  • Annual Bonuses
  • Flexible working hours and home office
  • 25 days paid vacation
  • Health insurance
  • Multisport card