Responsibilities:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Monitor and maintain computer systems and networks and responding in a timely manner to service issues and requests.
• Take ownership of customer issues reported and see problems through to resolution.
• Troubleshoot and resolve all problems encountered with hardware and software. Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment.
• Provide on-site desktop/laptop/VOIP Phone support including new hardware setup, imaging, and deployment.
• Provide minor telecom system support including mobile devices, email configurations, and user programming.
• Manage multiple cases at one time.
• Assist with on-boarding and off-boarding of users.
• Ensure work station has desktop/laptop, monitor, keyboard, mouse, desk phone, and any additional specialized equipment. Install, test and configure new workstation, peripheral equipment, and software.
• Conduct technology training for new user.
• Talk to users through a series of actions to quickly get to the root of their problem and resolve issues.
• Provide timely and accurate user feedback and following up to ensure the problem is resolved.
• Provide support to the IT team.
• Organize and maintain IT Inventory and assist in the deployment/retirement of hardware, software and licenses as needed.
• Support the roll-out of new applications.
• Conduct briefings, demonstrations and training for end users to enhance system productivity.
• Assist in the development of training coursework and materials.
• Ensure all documented processes are followed to ensure data and assets are protected.
• Assist in developing and documenting improvements to current processes.
• Perform other cognate duties as assigned by supervisor.

Qualifications:

• Bachelor’s degree in related field, 1-3 years of IT support experience with Windows, Apple, and Android devices and Microsoft office tools, and/or industry certification(s).
• Knowledgeable about endpoint protection and associated best practices.
• Proficient with devices, wireless networks, and peripherals such as printers, scanner, etc.
• Experience using Microsoft 365 is a plus.
• Exceptional Customer Service and communication skills, both verbal and written.
• Ability to effectively communicate and provide support over the phone for remote staff and customers.
• Ability to be a flexible, team player and willingness to learn in a fast-paced environment are a must.
• Excellent organizational and follow-up skills with strong attention to detail.
• Holder of a valid Driving License.

Le Warehouse Ltd is an Equal Opportunity Employer and reserves the right to call only the best candidates for an interview.