Support Desk Specialist

Helpdesk Support Technician

Avicena is a privately held company developing microLED based ultra-low power high bandwidth interconnects for chip-to-chip communications. This technology will revolutionize High-Performance (HPC) and Cloud computing, as well as other industries where low power interconnects are critical like camera sensors, autonomous vehicles, and aerospace. Avicena is headquartered in Sunnyvale, California with a development center in Edinburgh, Scotland. The company was founded in 2019 by leading technologists from the optical networking industry with a track record of delivering breakthrough products.

About the Role

We are seeking a responsible and technically skilled Helpdesk Support Technician to join our team. The ideal candidate will have a passion for troubleshooting, a solid understanding of Windows 11, Microsoft 365, and a working knowledge of TCP/IP. You will be responsible for providing application support, assisting users with technical issues, managing hardware support, and ensuring tasks are handled in a timely and efficient manner. This role also requires providing after-hours support and maintaining high levels of customer satisfaction through exceptional service delivery.

Responsibilities

• Provide remote support to end-users via phone, email, or chat, ensuring timely and effective resolution of technical issues.
• Troubleshoot and resolve hardware issues, including desktops, laptops, printers, network multifunction copiers, and peripheral devices.
• Provide support for Windows 11, and Microsoft 365 environments, troubleshooting software and system-related issues.
• Microsoft Outlook, Word, PowerPoint, SharePoint, and OneDrive
• Offer application support for various software programs and internal tools.
• Utilize ticketing systems to log, track, and manage technical support requests.
• Maintain a thorough understanding of TCP/IP networking, helping to diagnose and resolve connectivity issues.
• Install applications, troubleshoot user issues,
• Collaborate with team members to address complex issues and escalate as necessary.
• Provide after-hours support or holiday support as required and participate in the on-call to support critical issues.
• Demonstrate a willingness to learn new technologies and processes, improving technical expertise and service delivery.

Qualifications

• Minimum of 2 years of experience in helpdesk and user support roles.
• Strong technical knowledge of Windows 11, and Microsoft 365.
• Experience providing hardware support for desktops, laptops, printers, network multifunction copiers, and peripherals.
• Working knowledge of TCP/IP and general networking principles.
• Experience with DNS, DHCP, PING, Drive Mapping, Network connections.
• Proven ability to troubleshoot technical issues and provide timely resolutions.
• Good communication skills, both verbal and written, with a focus on clear and concise customer interactions.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
• Familiarity with SSO and MFA.

Preferred Qualifications

• Experience with remote desktop tools and remote support software.
• Basic knowledge of Windows servers management.
• Experience with Active Directory is preferred.
• Degree in Computer Science or Information Technology is preferred.