Summary

The IT Helpdesk Specialist role ensures the smooth operations of end-user IT functions to allow employees to effectively deliver on their business responsibilities. This includes receiving, prioritizing, documenting, and actively resolving end-user IT Helpdesk requests. Problem resolution may involve the use of diagnostic and IT Helpdesk request tracking tools. The specialist will need to render in-person, hands-on or remote assistance. The role will be primarily focused on the APJ region with end-users based in Singapore, Japan, Australia, South Korea, Malaysia, India, with a secondary priority to support end-users across other Acronis offices globally.

The IT Helpdesk Specialist will also be tasked creating and maintaining regional IT documentation, end-user training materials as well as record keeping. The specialist will also be responsible for installing and maintaining the workstations and applications used by the company and its employees. IT Helpdesk specialists will be exposed to a wide variety of technologies during their work and need to possess the ability to quickly learn and adapt new systems and technologies.

Responsibilities

  • Attend to IT Helpdesk requests submitted by end-users in a timely and professional manner
  • Build rapport and elicit problem details from IT Helpdesk users
  • Prioritize and schedule problems. Escalate issues as required to the appropriate IT administrators / system owners
  • Record, track, and document the Helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Utilize resources available on the Internet, such as technical forums, knowledge bases, to aid in problem resolution
  • Perform hands-on fixes, including installing and upgrading software, installing and replacing hardware, implementing file backups, and configuring systems and applications
  • Learn and develop proficiency in supporting the software and hardware used and supported by the organization
  • Setup and deploy corporate computers, VoIP phones, mobile phones and network printers for end-users as per internal processes
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • IT Inventory tracking
  • Assist with corporate event support using Zoom and other web conferencing tools
  • Ability to be on call for 24/7 support as necessary
  • Occasional business travel may be required for periodic onsite IT support to overseas offices where suitable
  • Other non-helpdesk IT tasks assigned

Requirements

Formal Education & Qualifications

  • Experience working in an IT Helpdesk environment
  • Experience providing IT Helpdesk support to remote offices/users
  • Experience providing Helpdesk support to all levels of the business organization, including top executives
  • Experience with the administration and troubleshooting of Windows and macOS personal computers
  • Experience with user and email account administration with Microsoft Active Directory and Exchange
  • Experience with corporate web conferencing support for end-users, on platforms such as Zoom
  • Extensive application support experience with Microsoft Office products
  • Broad knowledge of personal computer hardware and peripherals
  • Working knowledge of a range of diagnostic tools and utilities
  • Basic skills with personal computer network troubleshooting
  • Good written and oral communication skills
  • Strong documentation skills

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present technical solutions that are easy to understand for non-technical users
  • Highly self-motivated
  • Keen attention to detail
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Customer service oriented
  • Have a strong desire to learn continually and grow professionally

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