IT Support Engineer

Way4Services d.o.o.

Beograd

07.10.2023.

Windows Server DNS TCP/IP Hardware Windows Active Directory macOS intermediate

We are a software company focused on serving the payment processing industry, working mainly with financial institutions across the globe.

Our IT 1st Line Support Team is seeking an energetic individual to work full-time, providing on-site and remote global IT support.

The successful candidate will have an opportunity to diversify his/her experience and gain practical skills in related fields. In our work, we apply the ITIL methodology and ITSM system. We have a comfortable atmosphere and positive and friendly colleagues.

Key Job Responsibilities

Provide first-line technical support (8x5), answering user queries relating to hardware and software problems.
Resolve IT support issues, aiming to resolve as many issues as possible as the first point of contact.
Give users confidence that their issue is understood and being dealt with promptly.
Keep them informed of progress, driving issues through to resolution, offering mitigations where applicable.
Escalate incidents with accurate documentation to service owners, when required.
Analyse user problems or inquiries and follow through to resolution and to ensure users are able to continue to work.
Monitor the ITSM system queue for incidents & requests ensuring all issues raised are dealt with.
Prioritize and manage several open issues at one time.
Ensure all issues are accurately logged.
Perform post-resolution follow-ups with colleagues, as required.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
Alert management and service owners to emerging trends in incidents.
Process management such as new joiners, leavers, mobile distribution, laptop loans, etc.
Install, update and troubleshoot Windows and macOS operating systems & software.
Troubleshoot O365 related issues.
Be aware of the technologies, ITIL processes and procedures in use within the IT department.
Users on-site support; IT asset management; Participation in various IT projects.
Ensure all issues are accurately logged, updates & communications to users are logged in ITSM system.
Create and maintain comprehensive documentation on system configurations, standard operating procedures.
Train end-users on basic troubleshooting techniques, security awareness, and best practices.
Make suggestions on streamlining existing IT processes to increase efficiency, improve user satisfaction.
Suggest and utilize automated scripts for routine tasks, where possible.
Collaborate with cross-functional teams on various IT projects.
Utilize ITSM to classify incoming tickets by type, priority, IT service, tag with CIs, etc.
Become proficient in macOS system and develop expertise in troubleshooting macOS-specific issues.
Develop and maintain a knowledge base of frequent issues and their solutions.

Expectations

Hands-on experience with Windows 10, Windows Server 2012/2019 and macOS operating systems.
Hands-on experience in networking, routing and switching.
Experience with Active Directory, understanding of the principles of DNS, DHCP, WDS, WSUS.
Basic understanding of network principles (TCP/IP protocol family).
Great verbal and written English communication skills.
Must have 3 years of experience in the relevant field.
Bachelor's degree in Information Technology, Computer Sciences or relevant discipline.

Desirable

Basic knowledge of Linux OS, and experience with UNIX-like OS.
Basic knowledge of ITIL, ITSM.
Experience with antivirus software.
Experience automating routine tasks (Python, PowerShell, etc.).
Experience working with JIRA, Confluence.

Personal qualities of the candidate

Responsibility, diligence, punctuality, accuracy, ability to listen and speak politely.
Highly organised with attention to details, know how to follow instructions, good multitasking skills.
Does well and peers well with the team, while still being able to perform well individually.