Descrição da oferta The Junior Helpdesk Assistant provides first level (tier one) technology and workstation support from Oceana’s office in Madrid, Spain. The incumbent provides timely, quality-oriented services to 220+ users and 270+ computers in 13+ International offices across all time zones, with a focus on European and Philippines staff. The Junior Helpdesk Assistant coordinates with the Helpdesk Manager, Sr. IT Manager and Helpdesk team to manage time and tasks appropriately. The role may require travel to our satellite offices. Fluency in English and Spanish are required; French is desirable
1. Provide Oceana Help Desk Services
o Respond to IT support tickets in a courteous, professional and efficient manner. Maintain ownership of service tickets throughout the life span of the support request, escalate tier 2/3 requests when necessary, and hand off support to incoming staff at end of shift.
2.General IT Administration
o Set up and configure new network clients: workstations, laptops, and printers. Install hardware and software applications and their updates as needed. Basic repair and maintenance of computer systems, laptops, printers, and other peripheral devices.
3. Business Continuity and Disaster Recovery
Ensure that backup jobs are completed successfully according to backup policies (weekly, monthly, etc.).
4. Training
o Proactively address staff IT needs by seizing opportunities to train users on IT resources and by conducting effective new hire orientations. Additionally, train users on Office equipment like printers and conference room equipment.
5. Other Responsibilities
o Assist IT staff with various administrative duties such as ordering IT supplies, documentation of office equipment and furniture inventory, and keeping shared IT services spaces clean and operational.
Descrição do candidato Candidate Requirements:
Education and work experience:
o Current student or recent graduate with a degree in a related IT field.
o Relevant knowledge or experience working with cloud-based technology.
Desired Skills and knowledge:
o Knowledge of Windows 10 and Office 365, including SharePoint, OneDrive for Business, and Teams. Apple and other operation system knowledge are a plus.
o Experience with cloud-based technology and ability to keep up with emerging technology trends to enhance user experience.
o Experience with the installation, repair and maintenance of computer hardware, software and peripherals (Copiers/Printers/Phones).
Competencies:
o Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
o Resourcefulness: Securing and deploying resources effectively and efficiently.
o Customer Focus: Able to meet or exceed customer needs and expectations and provide excellent service. Ability to effectively communicate in a variety of settings among diverse styles and position levels.
o Ensure Accountability: Holds self and others accountable to meet commitments.
o Results Driven: Persists in accomplishing objectives despite obstacles.
