IT Helpdesk Technician

About Computacenter

Computacenter is a globally recognized independent technology and services provider, trusted by major corporate and public sector clients. Committed to responsible business practices, Computacenter focuses on collaborative success for its people and the planet. The company supports its customers in sourcing, transforming, and managing technology infrastructure to enable digital transformation and business growth. Computacenter plc is publicly traded on the London Stock Exchange (CCC.L) and is a FTSE 250 member, employing over 20,000 professionals worldwide.

Role Overview and Responsibilities

• Handle incoming support requests via phone, email, or ticketing platforms efficiently.
• Deliver first-line troubleshooting for hardware, software, and peripheral device issues.
• Support users by managing password resets, account access, and fundamental configuration tasks.
• Escalate issues that cannot be resolved at Level 1 to Level 2 or other specialized technical teams.
• Document and track all service requests using the IT ticketing system.
• Adhere to established procedures and contribute to the enhancement of the internal knowledge base.
• Maintain professionalism and communicate clearly with all end-users.

Technical Troubleshooting Expertise

• Troubleshoot and resolve common Level 1 issues related to Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, as well as Single Sign-On (SSO) processes.
• Address issues with Windows 10 and 11 operating systems and utility applications such as Adobe Acrobat and Notepad.
• Manage password resets and account unlocks using Active Directory and self-service tools.
• Facilitate device onboarding, installation, and manage devices through Intune and Endpoint Manager.
• Handle mailbox and permission queries related to Microsoft Exchange.
• Provide support for printing services and peripherals like webcams, headsets, mice, keyboards, and docking stations.
• Offer basic troubleshooting assistance for Cisco VPN, Wi-Fi connectivity, and endpoint security solutions like Proofpoint.

Desired Soft Skills and Experience

• Strong verbal and written communication capabilities.
• A customer-centric approach exhibiting empathy and patience.
• Ability to adhere strictly to standard operating procedures (SOPs), approval protocols, and maintain clear documentation of troubleshooting processes.
• Prior experience in US-based IT or Technical Support environments is preferred.
• Capability to support incident management during outages by documenting detailed notes and following predefined templates for Priority 1 and Priority 2 incidents.

Eligibility

Open to candidates with any graduate degree.