Remote Service Desk Personnel

Company name: BallkanNet It Services

Location: Prishtina

e-mail: [email protected]

Phone: +383 49 110 805

Position: Remote Service Desk Personnel

We are currently seeking dedicated and experienced individuals to join our growing team as Remote Service Desk personnel. This position involves providing 1st and 2nd line remote support to our clients, primarily focusing on outbound support. The service desk will operate from 08:30 to 18:00 UK time, Monday to Friday, with the possibility of extending working hours to 18:00 - 20:30 on weekdays and 09:00 - 18:00 on weekends. As our client base expands, we anticipate the need for scalability, potentially involving Azure infrastructure operations or general infrastructure support.

Responsibilities:

• Provide 1st and 2nd line remote support, including but not limited to 365 administration, backup and server checks, and troubleshooting end-user laptop and desktop issues (Windows and Mac).
• Utilize secure remote access support software to access client systems and provide assistance.
• Perform password resets, software installations, and software troubleshooting.
• Conduct daily checks to monitor client systems and backups, addressing any arising issues.
• Collaborate with internal teams and third-party vendors for troubleshooting and escalation of support issues.
• Prioritize and communicate consistently with clients to ensure timely resolution of tickets, avoiding prolonged outstanding issues.
• Maintain a clear understanding of customer expectations and strive for excellence in service delivery.

Requirements:

• Strong proficiency in English language for effective communication and explanation of complex technical concepts.
• Familiarity with various software and tools, including but not limited to:
• Fresh Service (ITIL helpdesk) and Datto Auto Task - Service Desk
• Datto RMM - monitoring, support, and software deployment
• Screenconnect - remote support reporting
• Autotask - job scheduling and client management
• Endpoint protection software (ESET, Crowdstrike, MS Defender, Watch Guard / Panda AD360)
• Microsoft 365 administration and management
• Azure experience (beneficial)
• Google Workspace and Amazon AWS exposure (preferred)
• Certifications such as Microsoft certified exams (MS-900, 100, 101), ITIL foundation v3 or v4, and CompTIA qualifications are desirable.
• Prior experience in an IT MSP/Support or corporate environment, with at least 3-5 years of experience.
• Strong customer service skills with the ability to interact confidently and effectively with clients.
• Familiarity with software-based telephony platforms.
• Passion for learning and a dedication to customer satisfaction.

Salary: The gross salary for this position is approximately 1000 euros.

Note: Training will be provided on the mentioned software and tools.

At our organization, we believe in building strong relationships with our clients and providing virtual services that emphasize collaboration and customer-centric solutions. We value passionate individuals who are eager to learn and understand the importance of customer satisfaction. Join our expanding team and be part of a dynamic business that recognizes the significance of its customers in achieving success.

If you meet the requirements mentioned above and are interested in this opportunity, please submit your resume.