IT Helpdesk Agent, Lodgify

• 1+ years of experience in IT Helpdesk or a similar role
• Experience with JIRA or other ticketing systems
• Knowledge of IT support concepts (laptops, peripherals, networking, internet technologies)
• Cybersecurity course or training
• Strong customer service orientation
• Effective communication skills in English, both written and verbal
• Strong organizational skills with the ability to prioritize and execute tasks efficiently
• Ability to explain and demonstrate complex technical solutions to non-technical users
• Proficiency in operating systems (Windows, macOS, Linux)

Desirable

• As an IT Helpdesk Agent at Lodgify, your main objective is to troubleshoot and resolve issues with computers, software, and other related technologies to maintain and improve the working environment of internal users
• You will supervise the onboarding and offboarding of employees, handling hardware IT stock resources and remote equipment. You will also be responsible for training and knowledge sharing with new IT members while monitoring internal systems for stability and security issues
• Handle IT support requests from internal and external employees
• Manage user access and permissions and administer endpoint management through JumpCloud
• Troubleshoot laptops, mobile devices, and IoT devices and provide third-party software support
• Maintain the VoIP phone system and provide support for video conferencing systems
• Lead the new onboarding/offboarding procedure for all employees at Lodgify
• Oversee hardware and software procurement
• Manage and escalate issues through the ticketing system
• Monitor and respond to system alerts
• Support data security and integrity
• Manage and administer password management systems
• Provide basic technical training to users and colleagues and assist in knowledge sharing
• Lead user training and maintain technical documentation
• Identify and propose improvements to maximize user experience and productivity
• Types of tools will you work with:
• Cloud-based email platform for communication
• VoIP and video conferencing systems for remote collaboration
• Process and task management platforms for workflow organization
• Integration and automation solutions for system synchronization
• Identity management and device management solutions for user and endpoint control
• Secure password management and endpoint protection tools for system security
• Issue tracking and messaging platforms for communication and support
• Network security and Zero Trust solutions for access control and data protection

• All applications and CVs must be submitted in English