IT Helpdesk Associate

Job Purpose 

The role holder shall assist staff in using all forms of IT systems in Amitruck and ensuring efficient support, troubleshooting, and maintenance of Amitruck systems, and hardware while getting involved in solution design, end-user training, and Amitruck system, processes, and procedure documentation.

Job Duties and Responsibilities 

• Ensure Amitruck Staff have the tools and systems they need to do their job
• Onboarding and offboarding of users and on Amitruck systems
• Maintain user access matrix and ensure end-user system security is maintained
• To provide support for Amitruck systems and other associated software
• Take ownership of customer issues reported on Jira and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.

Skills and Experience Required 

• Experience with system administration and system troubleshooting
• Proven knowledge of Microsoft Word, knowledge of Google workspace experience is a plus
• Knowledge of industry standards.
• Knowledge of network configuration such as wireless.
• Knowledge of operating system troubleshooting. Windows, Mac os, and Linux
• Working knowledge of git version control
• A level of communication skills capable of independently producing documentation
• Proven working experience in enterprise technical support, IT support, or as a technical engineer
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills