IT Help Desk Support Technician

METRO Grossmarket Bakırköy Alışveriş Hiz. Tic. Ltd .Şti.

Your Role and Responsibilities

• Provide 1 level support and act as the initial contact to the problems and requests from all end-users that need technical support within the scope of the IT services provided.
• Set up users' accounts, profiles and define access and Active Directory security groups and deal with user account password administration
• Provide technical software, hardware and network problem resolution to end-users
• Install and configure Windows environment and if needed third party applications and peripheral components such as monitors, keyboards, printers in the scope of IT security and procedures.
• Activation and installation of mobile devices(iPhone, iPad, Android) according to MDM infrastructure and manage & support with security patches. Support end-users for technical problems.
• Manage the GSM lines inventory and maintain the processes with provider in the scope of activation of company lines and solving the end-users coverage or sim card problems.
• Tracking all IT inventory(including physical movement) and ensuring delivery or retrieval according to procedures
• Follow-up of IT processes for users who are just new coming or leaving the job and implementing procedures
• Perform post-resolution follow-ups, publish relevant self-help information in a knowledge base to support end users and reduce overall ticket volume. 
• Documentation of procedures and updating them periodically if needed

Qualifications

• Associate’s or Bachelor’s degree in a related field (Computer Science or Information Technology)
• Minimum 2 years of experience in an information technologies environment providing technical support
• Good knowledge of spoken and written technical English(face-to-face support some foreign users)
• Good knowledge and client, operational experience on Microsoft products (Windows 10, M365 and Microsoft Office products)
• Fundamental knowledge of Microsoft Active Directory
• Familiarity with Antivirus, Spyware, PGP or bit locker products
• Knowledge and hands on experiences of notebook, desktop, software, and hardware deployment/troubleshooting/resolution.
• Basic networking experience(Switching and Wireless)
• Ability to convey a strong presence, professional image, and deal confidently with complex technical problems in person, on the phone and via email, helpdesk tickets, or remote tools.
• A strong commitment to a team culture and environment
• Willing to learn new products and technologies and easily adapt to technological innovations