Introduction

Are you ready to elevate your career in IT support? Join our innovative IT managed services organization and advance from a Senior First-Line IT Support Analyst to a Second-Line Support role. If you thrive on solving diverse computing, networking, and cloud challenges while working in a dynamic, collaborative environment, we want you on our team!

What We Offer

• Career Progression: A clear path from first-line to second-line support.
• Dynamic Environment: Engage in remote and on-site experiences across diverse industries.
• Continuous Learning: Opportunities for professional development, training, and certifications.
• Collaborative Culture: Work within a supportive team that values individual initiative.
• Competitive Package: Attractive salary and benefits.

Job Description

We seek a skilled IT Support Professional responsible for diagnosing and resolving various technical issues. You will manage support tickets, conduct detailed diagnostics, and serve as a reliable escalation point for more complex challenges. Your role will ensure that our customers receive outstanding service and technical support.

Key Responsibilities

• Ticket Management: Efficiently manage and prioritize multiple open support tickets, ensuring adherence to SLA thresholds for incidents, requests, and problems.
• Technical Support: Provide maintenance and support for all IT hardware and software utilized by end users.
• Problem Resolution: Assume full technical responsibility for incidents by conducting comprehensive diagnostics and guiding issues to resolution.
• Infrastructure Maintenance: Regularly perform maintenance and patching of infrastructure, endpoints, and servers.
• Escalation: Act as the escalation point for support calls from lower tiers, ensuring timely and effective resolution.
• Onsite Engagement: Deliver professional on-site support while confidently communicating with customers at all organizational levels.

Job Requirements

• Proven ability to manage workload and effectively prioritize tasks.
• Hands-on experience with troubleshooting technical issues in IT support environments.
• Strong familiarity with IT support ticketing systems and SLA performance metrics.
• Proficiency with technologies such as Windows Server, Windows Desktop, Microsoft Azure, Microsoft Office 365, Active Directory & Azure AD, DNS, DHCP, Group Policy, and networking fundamentals.
• Exceptional verbal and written communication skills in English; all interviews will be conducted exclusively in English.
• A proactive approach to researching and rapidly learning new technologies under pressure.

Personal Attributes

• Customer-Centric: Demonstrates empathy and patience when assisting end users.
• Clear Communicator: Capable of explaining complex technical concepts in an understandable manner.
• Analytical Thinker: Applies a logical and systematic approach to troubleshooting.
• Team Player: Actively contributes to a collaborative and supportive team environment.
• Engaging Personality: Possesses a bubbly, open-minded attitude with strong listening skills and the ability to voice opinions constructively.

Experience

While prior experience in a similar role within an IT managed service provider (MSP) is advantageous, we welcome candidates from diverse IT backgrounds who demonstrate the required technical and interpersonal skills.

Nice to Haves

• Microsoft Certifications (e.g., MS Azure / O365)

Application Process

Please send your resume and cover letter via "Prijavite se na oglas" option.
Selected candidates will be invited to complete a technical assessment as part of the interview process.