Solarwinds Inc. Helpdesk Analyst in Minsk, Belarus
SolarWinds MSP is seeking Helpdesk Analyst to join our team to provide first and second level assistance to internal employees.
The Helpdesk Analyst intermediate will be responsible for supporting internal users, troubleshooting network problems and. Will work with customers to determine and resolve problems efficiently with customer service focus on the general and executive helpdesk queue. The ideal candidate will be someone with 3+ years of IT experience, a background in both networking and pc end user support, good communication skills, and possess an associates degree or higher in Computer Science, and have the desire to provide outstanding support.
Provide first and second level assistance to internal employees
Provide high level of professionalism when dealing with employees and sensitive data
Will be required to document, track and monitor the issues to resolution.
Will be required to formulate root cause and drive process improvement
Provide hardware troubleshooting of laptops, desktops and misc. electronic devices.
Provide standard onboarding/terming of employees.
Configure and deploy desktop/laptop, create various accounts, provision phone, etc.
Provide de-provisioning of outgoing employees
Delete accounts, deactivate equipment, create backups, etc.
Provide Microsoft desktop support:
Deployment of new machines (laptops, desktops)
Add end user to a corporate domain
Manage Administrative local privileges on desktops/laptops
Install and configure desktop OS’s (Windows 8, Win10 and Mac OS) for various scenarios.
Install, configure and support MS Productivity suites; Microsoft Office, Outlook, Lync etc.
Install and manage security software on desktops
Support VPN users
Assist in the administration of Active Directory
Assist in other operational duties (new office setup, network cabling, etc.)
Asset management (software and hardware)
Assist in the management and troubleshooting of the network infrastructure (firewalls, switches, routers, etc.)
Assist in the management and maintenance of a Cisco phone system (provisioning, troubleshooting)
Assist in the management and maintenance of a phone queue for sales and support(provisioning, troubleshooting)
Oral and written English communication skills
3+ years Experience supporting Windows desktop/laptop PCs, MAC OS
3+ years Experience using Active directory
Ability to provide help desk support for standard software packages including MS Office products, virus software, web browsers as well as basic network support
Experience troubleshooting hardware issues and replacing hardware on both desktop, laptop PCs, printers, and Audio visual equipmentWorks with vendor support contacts to resolve technical problems
Knowledge in Troubleshooting Windows 8, Win10 and Mac OS
Knowledge of Active Directory
Knowledge on Cisco based Video conferencing administration
Knowledge of Microsoft productivity suite
Knowledge of TCP/IP networks and system troubleshooting (subnets, firewall concepts, ports, and routing)
Mastery Knowledge of DNS, DHCP, email and IP routing, A+, Microsoft, or Cisco certifications are an asset
Experience in a call center is an asset as phone and remote support is common
A Minimum College associates degree in Computer science or similar/higher
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
Job ID 2017-9349
# Positions 1
Category (Candidate Search) Information Technology
Position Type Fixed Term Contract