jr. Helpdesk Officer

As you will work in an English native environment - your reading, writing and speaking English skills must be impeccable.
PLEASE, DO NOT APPLY IF YOU ARE NOT FLUENT IN ENGLISH.

Nice personality, positive "can-do" attitude and cheerful, invigorating disposition are the essential qualities for this job. 90% of your work time you will interact with customers and you're expected to maintain a positive mental tonus when confronted with various personalities and never lose temper.

As a Jr Helpdesk officer you will be responsible for receiving incoming service requests via phone, email or ticketing system. Monitor and follow up calls in the help desk queue, as well as follow up emails. Provide resolution and assistance to Windows XP and Vista related problems. Document and assign call tickets to related IT groups for further support.

You will work in a small team or alone, remotely supervised by management and sr. Network Administrators.

The ideal candidate is a junior technician, though proving a mature and analytical thinking. Thorough behavior is characteristic for this person.

Minimum experience with PC Hardware, Wireless Networking and TCP/IP are essential, though candidate's personality and language skills will actually make the difference.

The Helpdesk Officer will
Monitor, troubleshoot and support:
• Utilize problem-solving skills to troubleshoot, determine the nature of the problem, and take corrective actions as necessary.
• Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements
• Provide infrastructure support to meet various business needs.
• Use knowledge of network support, PC workstations, software, and systems to resolve problems in a timely manner.
• Assist users via phone and on-site support to install, upgrade, and maintain desktop and portable computer hardware, software, printers, and peripherals.
• Respond to end-user service requests reported to the IT Helpdesk.

Comply with Policy and Procedures:
• Enter all pertinent customer support information into the online database and document the solution or status of the service call to comprehensively follow through on all customer service issues.
• Monitor the Helpdesk system for daily trouble tickets. Provide quick problem resolution for open issues. Ensure data pertaining to the status of the service requests are entered into help desk tracking systems.
• Interact with clients, other members of the team and project managers in a positive manner to deliver on-time and above standard solutions for our clients.
• Documents, tracks, and monitors issues to ensure a timely resolution with the aid of the Help Desk work order system.

Evaluate, delegate or escalate:
• Escalate problems to the Network Engineering group or management when sensitive issues or a major problem is suspected.
• Have the ability to work collaboratively with 2nd/3rd level support teams to ensure that customers receive timely service

Essential non-technical requirements:
• Friendly disposition
• Outstanding communication skills, strong customer-service orientation
• Flexible 'can do' attitude
• Manageable, willing to follow procedures and tasks (non-rebellious attitude)
• Professional demeanor (should not be: late, impolite, superficial)
• Excellent English speaking, writing, reading
• Autonomous
• Respect for procedures; Comply with Corporate and IT policies and procedures
• Take responsibility of own actions
• Self motivation
• Analytic thinking
• Proactive
• Client oriented
• Team spirit
• Problem solving
• Honesty and professional integrity
• Personal focus, dedication, and enthusiasm to the task at hand
• Have a strong desire to gain or use extra-curricular certifications as part of ongoing professional growth.

Eliminatory technical requirements:
• Hardware / Software Troubleshooting experience
• High School Diploma
• Proficient with Microsoft Office suite and high comfort level with desktop applications
• Fundamental understanding of LANs and networking including networked printers
• Basics of WLAN
• Basics of TCP/IP
• Staging hardware
• Basic knowledge of Hardware (PC, printers and peripherals)
• Very good knowledge of XP (Use, configuration, and troubleshooting)
• Basic knowledge of (commands) DOS


Nice to have:
• Experience in a Technical Help Desk environment
• Trouble ticket experience
• Ability to multitask
• Familiarity with ITIL framework
• Corporate / multinational experience

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What's in it for you:
- Working in a small team, your work and progress will be noted and rewarded
- You will be part of a team of people that work for a winner company that is thriving in this economy (hiring and acquiring)
- Professional development (courses, trainings) will be encouraged and supported by the company

We are looking for a long-term commitment, offering real advancement and development opportunities.

Suntem pasionati in a furniza expertiza IT si consultanta de cel mai inalt calibru. Vastio intelege ca fiecare profesionist are nevoi distincte; vom lucra impreuna pentru a determina care este cel mai potrivit pachet de beneficii pentru tine.

Vrei sa lucrezi pentru un angajator care:
• isi cladeste o reputatie deosebita
• asigura un mediu de lucru sigur si confortabil
• are o cultura de companie orientata pe angajat
• are o conducere participativa
• este condusa de lideri vizionari
• demonstreaza grija pentru bunastarea si sanatatea angajatilor
• ofera sanse de crestere si dezvoltare (prin educatie, stagii de pregatire, schimburi de experienta)
• confera muncii un scop inteles de toti
• ofera compensatii si beneficii competitive
• reprezinta ceva deosebit pentru comunitate


Se spune ca nimic nu se schimba. Nu e adevarat.
Cand obiectivul este sa te ridici la nivelul asteptarilor fiecarui client, schimbarea este ceva constant. Este ceva permanent.

Vreau sa lucrez cu oameni care aleg schimbarea. Care accepta provocarea de a se ridica zi de zi la nivelul asteptarilor clientilor. Inclusiv ale celor de maine. Caut ceva posibil. Caut sa anticipez nevoile oamenilor. Caut schimbarea.

Stiu unde vreau sa ajung. Vreau sa fiu un invingator. Si vreau ca si colegii mei, echipa mea sa fie invingatori. Nu renunt si ma astept ca nici ei sa nu renunte.

Accept provocarile si caut schimbarea.
Aleg Vastio.