Helpdesk Technician
OUR COMPANY
EOS IT Solutions is a global technology and logistics company, providing collaboration and business IT support services to some of the world’s largest industry leaders. We deliver forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top priorities, along with investing in and supporting our partners and employees.
We are a true international IT provider and are proud to deliver our services through global simplicity with trusted transparency.
We are a true international IT provider and are proud to deliver our services through global simplicity with trusted transparency.
WHAT YOU WILL DO
As an IT Helpdesk Technician, you will play a crucial role in ensuring the smooth and efficient operation of our organisation’s information technology infrastructure. You will provide technical support to internal and external stakeholders, resolve issues promptly, and maintain a high level of customer satisfaction. Your expertise and dedication will contribute to the overall success of our IT department and the company.
KEY RESPONSIBILITIES
Helpdesk Operations:
- Process laptop replacement queue.
- Act as the first point of contact within Global Service Desk (GSD) support channels, including ITSM ticketing platforms, Slack support channels (as determined by GSD leadership), and in-office walk-up support.
- Respond to technical difficulties, training, and guidance requests involving desktop/laptop hardware and software/applications.
- Monitor and action ITHELP Jira queues as directed by GSD.
- Manage software provisioning and deprovisioning within role access constraints.
- Follow standard escalation processes for IT tickets.
- Adhere to ticket handling practices as directed by GSD (e.g., components, labels, ITSM fields).
- Administer Slack and Google Workspace within role access constraints.
- Perform laptop imaging and setup for new and existing employees.
- Ensure Standard Operating Procedures (SOPs) are followed and all processes comply with EOS policies.
- Maintain office desk workspaces for peripheral testing, replacement, and tech readiness.
- Provide other IT/helpdesk support as needed.
REQUIRED CRITERIA
- Technical certification or bachelor’s degree in an IT-related field preferred.
- Ability to communicate and write proficiently in a corporate environment.
- 3–6+ years of proven experience in a helpdesk or technical support role.
- Strong understanding of Apple operating systems, software applications, and network systems.
- Excellent problem-solving and communication skills.
- Commitment to providing exceptional customer service.
- Ability to work independently and collaboratively.
- Familiarity with IT service management (ITSM) and helpdesk software is a plus.
PAY & BENEFITS
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
BELONGING AT EOS
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We welcome applications from all qualified individuals regardless of gender, gender identity, gender reassignment, age, religious or philosophical belief, race, national origin, political opinion, sexual orientation, disability, marital or civil partnership status, or any other non-merit factor.
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