WeAreFiber is a global Business Process Outsourcer that provides services in Inbound, Data Management, and Smartsourcing to clients in over 20 countries. With a focus on customer satisfaction and employee development, WeAreFiber offers a dynamic and professional work environment. The company's mission is to establish sustainable partnerships and deliver immediate value to clients through qualified resources, customized processes, and cutting-edge technology

Job Summary: The IT Helpdesk Specialist is a vital player in our organization, serving as the first point of contact for internal company employees and partners seeking technical assistance. This role demands hands-on expertise in offering technical support while troubleshooting hardware, software, and network issues. The ideal candidate will possess strong technical skills, excellent communication abilities, and a commitment to resolving issues efficiently. This position requires 24-hour onsite availability, operating on a shift-based schedule to support our diverse user base.

Key Responsibilities:

User Support: Provide primary technical assistance to internal company employees and partners, addressing queries and resolving challenges associated with hardware, software, and network systems.

Troubleshooting: Diagnose and resolve technical problems, guiding users through steps to resolve issues, and escalating complex problems to higher-level technical staff as necessary.

Account Management: Assist users with account management tasks, including password resets, account creation, and access permissions, ensuring compliance with security protocols.

Maintenance: Install, configure, and maintain hardware and software components, ensuring proper system functionality and optimal performance.

Documentation: Create and update documentation, including knowledge base articles, user guides, and FAQ resources, to facilitate knowledge sharing and continuous improvement.

Training: Train new recruits on IT support processes, tools, and best practices, as well as provide training to internal staff on daily used software and new applications to enhance their productivity.

Collaboration: Work closely with other IT team members to escalate complex issues and implement effective solutions, fostering a collaborative team environment.

Inventory Management: Track and maintain IT inventory, including hardware, software, and peripherals, ensuring compliance with licensing agreements and organizational policies.

Project Assistance: Assist in the implementation of IT projects and initiatives, contributing to the overall improvement of IT services.

Continuous Learning: Stay current with industry trends and emerging technologies, continually improving technical knowledge and skills to provide informed support and recommendations.

Required Qualifications:

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.

Proven experience in a helpdesk or technical support role, preferably in a corporate environment.

Profound understanding of computer hardware, software, and network architectures, with strong knowledge of Windows, macOS, and Linux operating systems.

Exceptional aptitude for resolving problems, coupled with a critical thinking approach to diagnosing intricate challenges.

Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users, including internal employees and partners.

Ability to remain calm and professional when working with customers and colleagues, ensuring a positive user experience.

Ability to multitask and prioritize tasks effectively in a fast-paced environment.

Preferred Qualifications:

IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar.

Experience with remote support tools and ticketing systems.

Knowledge of IT security best practices and data protection regulations.

Familiarity with ITIL framework and service management principles.

Work Environment:

This position requires 24-hour onsite availability, operating on a shift-based schedule, including nights, weekends, and holidays as needed to ensure continuous support.

The IT Helpdesk Specialist will work in an office environment.