Position: HelpDesk Engineer
Company: Viseven
Experience required: 1y

**Key responsibilities:**
Handling user requests to technical support
Tracking and prompt transfer of user requests to the work in the helpdesk system (Jira)
Be in touch with the requestors of tickets (feedback, informing about the status of tickets)
Rapid response to critical incidents
Working with Monitoring Systems - Incident Response
Compliance with SLA in front of users (Clients)
User consultation on technical issues
Solving simple tasks related to configuring mail clients and other software on the side of user PCs
Maintaining statistics of requests - identifying frequently recurring problems
Updating documentation and identifying gaps in the description of training materials

**Required Skills & Knowledge:**
Work experience in technical support
Experience with ticketing systems
Experience with monitoring systems (Zabbix, Grafana, Nagios)
Experience in setting up and maintaining office software (MS Office, Adobe software package, office 365)
Experience in setting up and maintaining client versions of Windows, Linux, macOS
Experience in remote troubleshooting
Understanding of how AD and Azure AD work and the ability to do minimal administration - password reset and access administration
Basic understanding of how network protocols work for diagnosing network and software operation
Basic understanding of how main IT services work
Experience in writing tutorials, consulting users
Communication skills, multitasking, stress resistance, and  the ability to prioritize tasks

**What we provide: **
We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with highly competitive compensation and exceptional benefits, such as:

Competitive compensation and regular performance-based salary and career development reviews
Passionate experienced team, friendly atmosphere
Professional and career growth
Paid time off - 18 business days per year (20 business days after 2 years of cooperation)
Non-documented sick leave - 4 business days per year
Documented sick leave - 20 business days per year
Family leave - 3 paid business days in case of marriage, childbirth, or bereavement
Comprehensive medical insurance
English learning courses
Opportunities to participate in professional forums and conferences
Regular corporate events and team-buildings
Enjoyable working environment: comfortable and fully equipped office and a possibility to work from home