IT Support
Via agency · PRACYVA
Help desk technician
System administratorBudapest
We are looking for a highly motivated and capable IT Service Desk Engineer to join the Global IT Service Desk team. You will be expected to provide support both onsite and remotely to all GoTo employees. This is a great opportunity for someone with a few years IT Service Desk experience to take the next step in their career, to work as part of a dynamic and cutting-edge team for a leading global SaaS company.
Tasks
- Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees.
- Manage the resolution of all incidents /tickets, per respective SLA processes and guidelines.
- Report escalations and potential issues to the IT Manager.
- Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and update as needed.
- Support and troubleshoot incidents of medium complexity to resolution for local and remote employees.
- Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF Casper.
- Provide telephony support; Polycom, Cisco, and mobile phone devices (iOS and Android), including softphone.
- Provide internal support for GoTo products such as GoTo suite and GoToResolve.
- Provide in-room hardware support for Meeting Rooms including all aspects of AV (Crestron, Dolby, Logitech) and Room Wizard administration.
- Provide wireless device support (WLAN) for laptops, mobile devices, and tablets.
- Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.).
- Assist with employee moves, new hire desk setup in the office.
- Assist with receiving deliveries, unboxings, stock room management.
- Prepare returned equipment for re-use using high sanitization/ hygiene protocols.
- Management of defective hardware, logging calls with vendors and arranging engineer site visits to repair damaged /faulty hardware.
- Hands-on experience with Windows 10 /Mac OS environments, computer peripherals, printers, and scanners.
- Provide support for Outlook, VPN, MS Office, One Drive, Windows Defender, web services and other software solutions.
- Ensure all meeting rooms are up to date and working through periodic testing, checking Windows updates, applying patches, and updating antivirus.