Position: Helpdesk L1 support specialist
Company: exelegent.com
Category: Support
Experience required: 2y
English level: upper

Technical Skills:

Desktop Support: Proficiency in providing technical assistance to end-users for hardware, software, and network-related issues on various desktop platforms (Windows, macOS).
Microsoft 365 (M365) Support: Strong understanding of Microsoft 365 suite, including Microsoft Office applications, Exchange Online, SharePoint Online, OneDrive for Business, Teams, and other related services.
Troubleshooting: Ability to diagnose and resolve common hardware and software issues, such as printer problems, software installation, network connectivity, and application errors.
Remote Support: Experience in providing remote assistance to users using remote desktop tools, phone, email, or chat.
Basic Networking: Familiarity with basic networking concepts like IP addresses, DNS, DHCP, and Wi-Fi configurations.
Active Directory: Basic knowledge of Active Directory user and computer management, password resets, and group memberships.
Security Awareness: Understanding of basic security practices such as user authentication, data encryption, and malware protection.
Ticketing Systems: Experience with ticketing systems for issue tracking and resolution.

Soft Skills:

Customer Service: Strong customer-oriented approach with excellent communication skills to handle user inquiries, listen to their concerns, and provide effective solutions.
Problem-Solving: Ability to analyze issues, identify root causes, and apply appropriate solutions in a timely manner.
Patience: Willingness to work patiently with users of varying technical backgrounds and provide step-by-step guidance.
Time Management: Effective prioritization and time management skills to handle multiple tasks and meet SLAs.
Team Collaboration: Capability to work collaboratively within a team environment and escalate issues when necessary.
English level: upper-intermediate

Certifications and Education:
CompTIA A+: Basic certification covering hardware and software fundamentals.
Microsoft 365 Certifications: Relevant Microsoft 365 certifications such as Microsoft 365 Fundamentals, Microsoft 365 Certified: Modern Desktop Administrator Associate, or similar.
Other Certifications: Additional certifications like CompTIA Network+, CompTIA Security+, or ITIL Foundation would be beneficial.

Experience:
Prior Experience: Previous experience in a Help Desk or Desktop Support role is a plus, especially with exposure to Microsoft 365 support.
Incident Management: Familiarity with incident management processes and experience handling various support tickets.

Additional Considerations:
Communication: Strong verbal and written communication skills are crucial for effective user interactions and documentation.
Flexibility: Willingness to work in shifts, including weekends or evenings if required.
Adaptability: Ability to quickly learn and adapt to new technologies and tools as they emerge.