HELPDESK TECHNICIAN JOB DESCRITPION:The Helpdesk technician is the first contact with the user, in charge of diagnosing and providing technical assistance for computer systems, software, and hardware. Help Desk technician responsibilities also include supporting application integrations and diagnosing common user issues. EXCLUDING MANDATORY REQUIREMENTSAt least 2 years of proven experience in a similar positionBasic knowledge of networking, Windows 10 and Office tools.Any telecommunications systems advantageousAbility and willingness to work a flexible schedule including weekdays, Saturdays, Sundays and occasional holidays.Working shiftsExperience in assembly, diagnosis, and repair of computersProven reference of previous jobNative EnglishExcellent verbal and written communication skills DESIRABLE REQUIREMENTS, NOT EXCLUSIVEDiploma in Electronic Engineering, Computer Systems, Telecommunications, or related careers.Certification type "Associated", e.g. CompTIA A+, N+, CCNA, JNCIA-Junos or HCNA RESPONSABILITIES- Analyze, troubleshoot, and diagnose user hardware and software problems- Respond to queries by phone, email, in person or by remote access.- Actively monitor all aspects of the network- Install and configure computer systems and applications within the company.- Respond to user inquiries about the company's technological tools.- Assist the department in creating documentation related to problem resolution- Act as the initial point of contact for users' computer-related incidents or requests- Manage daily work routines of the IT department- Follow up incidents until they are closed- Escalate with Level 2 if necessary- Comply with the SLAs agreed by the IT department REQUIRED COMPETENCESCritical thinking abilityAbility to work independently without supervision.Ability to prioritize and manage multiple issues simultaneously and efficiently.Team player attitudeCapacity to work under pressure.Ability to solve problems.Initiative and proactivityExcellent accuracy and attention to detailAble to accept constructive criticism and feedback from users about their experience in IT services.