Helpdesk Support Specialist, FLYR

• Experience of Mac OS
• Experience of Okta
• Proficient user of MS Office Suite and G Suite
• Excellent attention to detail
• Proficiency in troubleshooting and technical problem-solving
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet tight deadlines
• An ability to drill down and identify underlying problems

Desirable

• As a Level 1 Helpdesk support team member you will be the first port of call for internal users who are experiencing issues with their IT configuration and/or hardware
• The role is to effectively troubleshoot the issue with effective and clear communication to provide the end user with the best user experience possible, exceeding SLA’s wherever possible
• The IT team at FLYR is a global team, with colleagues from multiple countries supporting users globally
• In addition to supporting on the helpdesk, the role will also include the administration of hardware, which comprises the issuing of hardware to new starters, retrieval of hardware from leavers (which involves the arranging of couriers, etc), and arranging replacement devices (for devices that are faulty or damaged)
• Respond to and resolve production incidents, ensuring minimal downtime and impact on operations, preventing SLA violations, and hitting SLO targets
• Prioritize and escalate issues based on their severity and impact
• Investigate, diagnose, and troubleshoot technical issues reported by our internal teams and end-users
• Collaborate with the wider organization to help with issues that users don’t even know they have
• Document issue resolution steps and maintain a knowledge base for future reference
• Provide technical support to internal colleagues, offering clear and concise instructions
• Communicate effectively with non-technical stakeholders to gather information and explain technical issues
• Assist in the deployment of software updates, patches, and enhancements
• Identify opportunities for performance improvement and optimization in collaboration with the Corporate IT team
• Ensure compliance with industry standards and security protocols