About the IT Help Desk Technician Position
We are looking for a qualified Helpdesk Technician to provide fast and useful technical assistance for our customers. You will answer queries on underlying technical issues and offer advice to solve them. You must enjoy answering the phone and working directly with end-users and Managed Service Providers (MSP).
An excellent Helpdesk Technician must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and composed, to deal with demanding customers. They must be able to work comfortably with various technologies such as CRM's, Helpdesk software, email, screen sharing software, web chat, and portals. A calm and pleasant demeanor is required.
Your goals will be to build value for clients that will help protect the company’s character and business.
IT Help Desk Technician Key Responsibilities
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Provide first-level support to users via phone, email, and chat
Troubleshoot and resolve technical issues, focusing on PBX systems and SIP trunking
Assist with the installation and configuration of telecom equipment
Document support processes and user interactions in our ticketing system
Collaborate with senior technicians to learn and apply new skills in networking or software development
Occasional off-hours support is required
IT Help Desk Technician Qualifications
- Prior experience in a helpdesk role, particularly in telecommunications
- Familiarity with PBX systems and SIP trunking technology is preferred
- Basic knowledge of networking concepts and programming languages is a plus
- Strong communication skills and a customer-focused attitude
- Eagerness to learn and develop skills in network engineering or software development
What We Offer
- Competitive salary and benefits package
- Free training on the most current technologies, carrier switching systems, networks and PBX systems.
- Opportunities for professional growth and development
- A supportive team environment that encourages learning
- Access to training programs in network engineering and software development