Associate, IT Help Desk

Responsibilities

• Demonstrated proficiency in configuring and maintaining Fortinet Firewall (FortiGate), Fortinet Switches, and Fortinet Wireless Access Points (FortiAP).
• Extensive experience managing multiple Internet connections to ensure uninterrupted connectivity and compliance with 100% uptime SLA requirements.
• Expert in providing comprehensive support to Windows 11 users, resolving day-to-day technical issues related to laptops, Windows operating system, and Internet performance.
• Strong communication and interpersonal skills; able to effectively interact with both end users and management, and attentive in understanding user concerns.
• Skilled in installing, configuring, troubleshooting, and securing Windows 11 systems, including implementing security hardening measures.
• Capable of delivering remote technical assistance to users across the United States and internationally.
• Effective in managing and communicating with external vendors to maintain productive business relationships.
• Experience in user management using Entra ID.
• Knowledge of basic Active Directory administration.
• Awareness and understanding of AWS, Azure cloud platforms and Asterisk VoIP is considered a valuable asset.

Qualifications

• Preferred to have Degree or Diploma in Information Technology or Computer Science or other computer studies.
• Working experience as an IT help desk (support) technician for providing Level 1 support.
• Working experience handling different operating systems Windows (10/11) and Mac.
• Working experience in handling desktop, laptop, and printer hardware troubleshooting and repair.
• Troubleshooting skills for connectivity internet, intranet, wireless and LAN issues.
• Telecoms or call center experience is highly desired.
• Smart hands experience for network and server devices are highly desired.
• Excellent bilingual communication skills (English and Spanish).
• Customer-oriented.
• Willing to learn different technologies like cloud, Microsoft 365, Azure, AWS, PBX.