![IDEMIA](https://media.trabajo.org/img/noimg.jpg)
Help Desk Technician Ii
3 weeks ago
Overview:
IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.
**Responsibilities**:
- ** Timely Ticket Resolution**: Prioritizing and resolving user tickets promptly to minimize downtime and disruptions to their workflow. This involves efficiently managing ticket queues, adhering to service level agreements (SLAs), and providing regular updates to users on the status of their tickets. Additionally, communicating any delays or escalations transparently and proactively to manage user expectations effectively.
- ** Troubleshooting Issues**: Identifying and diagnosing problems reported by users and working towards resolving them efficiently. This may involve conducting investigations, replicating reported issues, and collaborating with other teams if necessary to find solutions.
- ** Providing Technical Assistance**: Assisting users with technical aspects of products or services, including setup, configuration, and usage. This could involve offering step-by-step guidance, tutorials, or troubleshooting tips to help users navigate through challenges.
- ** Documentation and Knowledge Sharing**: Creating and maintaining documentation such as FAQs, guides, and knowledge base articles to help users find answers to common questions or issues independently. Additionally, actively sharing insights and best practices with teammates to improve overall support effectiveness.
- ** Customer Satisfaction and Feedback**: Ensuring customer satisfaction by actively listening to their feedback, addressing concerns empathetically, and striving to exceed expectations whenever possible. Gathering feedback from users to identify areas for improvement in products, services, or support processes, and advocating for necessary changes within the organization.
Qualifications:
- 3 to 5 years of experience in support
- CCNA, ITIL COMPTIA A+
- Cloud knowledge: Azure fundamentals or AWS cloud practitioner essential courses
- AD administration, comfortable working on servers and virtualization environment
- Eager to learn
- Enjoys working in highly dynamic environment
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