We Are Fiber is a global Business Process Outsourcing company providing Inbound, Data Management, and Smartsourcing services to clients across more than 20 countries. We are currently looking for an experienced Senior IT Helpdesk Specialist to join our IT team and provide high-quality technical support to our internal employees and partners.

🔧 About the Role

As a Senior IT Helpdesk Specialist, you will be the first point of contact for technical support, responsible for diagnosing and resolving hardware, software, account, and network-related issues. You will work closely with the IT team to ensure smooth daily operations and provide efficient solutions to technical challenges.

This is an on-site, shift-based position requiring availability to provide IT support across a 24/7 operation, including nights, weekends, and holidays when required.

💻 Key Responsibilities

• Provide first-line and advanced technical support to employees and partners.

• Diagnose and resolve hardware, software, and network-related issues.

• Manage user accounts, password resets, permissions, and access through Active Directory.

• Install, configure, and maintain hardware and software.

• Configure and manage network switches and firewalls.

• Troubleshoot operating systems, applications, computers, peripherals, and connectivity issues.

• Install and troubleshoot Microsoft Office and other business applications.

• Escalate complex technical issues when necessary and collaborate with other IT teams.

• Maintain accurate documentation of incidents, solutions, and technical procedures.

• Monitor and maintain IT equipment and inventory.

• Assist with IT projects, system improvements, and implementations.

• Support and guide employees in the effective use of IT systems and applications.

• Stay updated on new technologies, IT best practices, and security standards.

Requirements

Mandatory:

• Bachelor's Degree in Computer Science or a directly related field.

• Minimum 2 years of professional experience in an IT Helpdesk / Technical Support role.

• Strong hands-on knowledge of:

  • Active Directory

  • Network switches and firewalls

  • Microsoft Office

  • Software installation and configuration

  • Hardware and software troubleshooting

• Strong understanding of computer hardware, software, and networking.

• Excellent analytical and problem-solving skills.

• Strong communication skills and the ability to explain technical issues to non-technical users.

• Ability to work under pressure and prioritize multiple technical requests.

• Professional, proactive, and team-oriented approach.

⭐ Nice to Have

• IT certifications such as CompTIA A+, Microsoft certifications, or similar.

• Experience with ticketing and remote-support systems.

• Knowledge of IT security and data protection best practices.

• Familiarity with ITIL and IT service management principles.

• Experience working in a corporate or BPO environment.

🕐 Work Schedule

📍 Location: On-site – We Are Fiber
⏰ Schedule: Shift-based / 24-hour operation
🌙 Availability: Nights, weekends, and holidays when required

🚀 Why Join We Are Fiber?

• Join an international company operating across 20+ countries.

• Work in a dynamic and professional IT environment.

• Develop your technical expertise and career within an international organization.

• Work alongside an experienced and collaborative IT team.

• Be part of a company that values innovation, professional development, and employee growth.

📩 If you have a strong background in Computer Science, at least 2 years of Helpdesk experience, and the technical skills to take on a Senior IT Helpdesk role, we would love to hear from you!

Apply now and join the We Are Fiber IT team.