Help Desk Technician providing advanced technical support for L.A. Care Health Plan. Collaborating with I.T. teams and managing complex issues to ensure a high level of user satisfaction.
About the role
- (Senior) IT Support Specialist serving internal IT-related matters. Supporting Batmaid, Europe’s leading digital platform for home cleaning services in user issues and access management.
Responsibilities
- Act as the first responder for user issues or requests raised through dedicated channels.
- Guide users where a functionality exists to complete request
- Execute changes where these are within remit
- Escalate to Level 2 issues that cannot be resolved directly by user or yourself
- Add and remove access to different tools and systems according to profile of user onboarded, offboarded or undergoing change of scope
- Update and maintain the logic present within business tools such as 3CX and Zendesk, according to user needs
- Maintain and update user documentation and process manuals
- Document requirements and processes for new developments under guidance of Product Manager
- Conduct basic, structured training for new users or for refresher training
- Write and issue communications relating to incidents, changes and new developments
Requirements
- Proven experience in an IT Support or Helpdesk role, ideally as the sole IT support in a smaller company or fast-paced environment
- Strong Level 1 support skills - ability to quickly assess, resolve or escalate IT issues raised by users
- Hands-on experience in systems administration, preferably with communications tools business tools (e.g. 3CX, Zendesk) and access management via SSO solutions (e.g. Google Workspace)
- Solid understanding of access and user rights management across various systems
- Skilled in maintaining user documentation and internal IT knowledge bases
- Experience conducting basic user training and writing clear internal communication
- Strong organizational and problem-solving skills with a service-oriented mindset
- Fluent in English, with professional working knowledge of Portuguese; German is a strong plus, French is nice to have.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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