IT Support Engineer

Our requirements

• Only resumes submitted in English will be considered.
• We require some experience in providing IT Support in English.
• Candidates must be willing to participate in 24/7 shift rotation when needed. We will have normal working hours as the standard- however there will be times where we will need overnight coverage. (This has happened once this past year)
• Excellent verbal and written English communication is a must
• A stable internet connection for remote work
• A desire to pursue a long-term career in IT, and a strong customer service background
• Preference for one to two years of experience in a Help Desk related role
• Excellent teamwork, communications and interpersonal skills
• Active Directory knowledge - fundamentals
• Professional telephone demeanor with strong customer service skills and attention to detail
• Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction
• Hardware and software support for both desktop/laptop computers and printers
• Follows company standard hardware and software configurations
• MS Office (Word, PowerPoint, Excel) skills is required
• ITIL knowledge or other IT certifications preferred
• Ability to be punctual and maintain a varied schedule from week to week including rotating off hours coverage (nights/weekends)
• Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls a bonus but not required

Optional

• Certifications related to Azure. Az-900, MS-900, etc.
• Experience in an IT Help Desk position.
• Experience with both on prem Active directory and Azure Entra

Your responsibilities

• Provides world class customer service with a focus on setting a positive and supportive tone with end users
• The hours for this position will be 14:00-22:00 CEST.
• Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance
• Provides Level 1 and 2 support for incidents (problem/issues) or service requests related to hardware, software, mobile devices and network connectivity
• Records ticket and status information in a timely / accurate fashion
• Troubleshoots and resolves incidents and/or escalate as required with support vendors and Arkonski senior support engineers
• Facilitates resolution of tickets/service requests while meeting or exceeding defined service level expectations
• Contributes and maintains accurate documentation to provide consistent solutions
• Assists level 2 systems and network security teams with tasks as server builds, firewall policy updates and system backups
• Completes assigned administrative projects (i.e. testing and other project related tasks)
• Other duties as assigned

About the project

What we offer

• Paid time off
• Fully remote position

About Us