Offer summary

Qualifications:

Basic understanding of IT support principles and troubleshooting techniques., Familiarity with Windows operating systems and Microsoft 365 products., Ability to manage user accounts using Active Directory and Azure at a beginner level., Strong communication skills with a customer-service mindset..

Key responsabilities:

Manage IT support tickets using ServiceNow and Jira, ensuring timely resolution of issues.

Provide updates to users on ticket status and escalate complex issues when necessary.

Create and configure new user accounts in Active Directory and Azure systems.

Assist end-users with basic troubleshooting of Microsoft Office 365 products.

Job description

Description

Helpdesk Technician

Company Overview

Lean Tech is dedicated to delivering innovative technology solutions that enhance business operations and maximize efficiency. Our mission is to empower organizations with cutting-edge IT support and services, enabling them to achieve their strategic objectives. We pride ourselves on a culture of excellence, collaboration, and customer-centric values. As a recognized leader in the tech industry, we have built a reputation for quality and reliability, underpinned by our commitment to continuous improvement and innovation. Our global presence and diverse team of professionals allow us to serve a wide range of industries while maintaining a strong market position. Lean Tech is headquartered in Medellin, and we are proud to contribute to the technological advancement of businesses worldwide.

Position Overview

We are seeking a motivated entry-level Helpdesk Technician to join our IT team at Lean Tech. This role is primarily focused on managing IT support requests, handling user accounts, and assisting with basic troubleshooting of Microsoft Office and other productivity tools. The position plays a crucial part in maintaining efficient IT operations, making it an integral component of our organization. Key responsibilities include triaging support tickets, administering user accounts within Active Directory and Azure, and providing fundamental technical support to end users. Unique challenges include prioritizing daily ticket tasks within ServiceNow and Jira, and offering seamless user experiences through effective problem- solving. This opportunity provides a foundational step for those looking to develop a career in IT with hands-on experience in a professional setting.

Key Responsibilities

Manage IT support tickets using ServiceNow and Jira, ensuring timely and efficient resolution of issues.
Review and prioritize open support requests daily, ensuring prompt attention to critical tasks.
Provide timely updates to users on ticket status and progress.
Escalate complex or unresolved issues to higher-level technical support teams when necessary.
Manage user accounts by adding and removing users from Azure security groups.
Create and configure new user accounts in Active Directory and Azure systems.
Reset passwords and unlock user accounts as needed, maintaining user access integrity.
Assist end-users with basic troubleshooting of Microsoft Office 365 products, including Word, Excel, Outlook, and Teams.
Provide general IT support for common hardware and software issues, guiding users through basic troubleshooting steps.

Required Skills & Experience

Basic understanding of IT support principles and troubleshooting techniques.
Familiarity with Windows operating systems and Microsoft 365 products.
Ability to manage user accounts using Active Directory and Azure at a beginner level.
Capable of performing tasks related to adding and removing users from Azure security groups.
Experience with IT ticketing systems, such as ServiceNow or Jira, at a beginner level.
Skills in basic troubleshooting of Microsoft Office products (Word, Excel, Outlook, Teams, etc.).
Strong communication skills with a customer-service mindset.
Detail-oriented with the ability to follow instructions and document work accurately.

Nice to Have Skills

Experience with ServiceNow or Jira for advanced ticketing processes.
Familiarity with cloud platforms other than Azure, such as AWS or Google Cloud.
Certification such as CompTIA A+ or Microsoft Certified: Fundamentals.
Proficiency in a scripting language like PowerShell or Bash for automation tasks.
Strong problem-solving skills with an analytical mindset.
Effective collaboration skills for working with cross-functional teams.

Soft Skills

Strong communication skills with a customer-service mindset, essential for effectively assisting end-users with IT support and troubleshooting.
Detail-oriented approach, crucial for accurately managing user accounts in systems such as Azure and Active Directory.
Ability to learn and adapt quickly to new technologies, important for staying updated with evolving IT systems and troubleshooting techniques.
Teamwork and collaboration, valuable for working with higher-level support staff when escalating complex issues.
Organizational skills for entering and managing IT support tickets efficiently in platforms like ServiceNow and Jira.

Why You Will Love Working with Us

Join a powerful tech workforce and help us change the world through technology
Professional development opportunities with international customers Collaborative work environment Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within adynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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