Teknologji Informacioni (IT)Tiranë2 ditë më parëFull Time
Job description:
End User Support Technician
We are looking for a proactive and customer-oriented End User Support Level 1 (Service Desk) Technician to join our Digital Workplace & End User Support team. The ideal candidate will deliver high-quality first-line support to our employees, ensuring fast resolution, excellent communication and a strong user experience.
Role
- Provide first-line technical support to internal users via phone, email, chat, or ticketing system
- Log, classify, prioritize and follow up incidents and service requests in ServiceNow
- Troubleshoot issues related to:
-Windows and macOS devices
-Microsoft 365 applications (Teams, Outlook, OneDrive, etc.)
-Hardware (laptops, printers, peripherals)
-Network connectivity and basic VPN issues
- Escalate unresolved cases to Level 2/3 support teams following ITIL best practices
- Ensure high-quality communication and a positive user experience throughout the support process
- Contribute to knowledge base documentation and continuous improvement of support procedures
- Support onboarding/offboarding activities (device preparation, account setup, etc.)
Profile
- French C2 (near-native) – mandatory
- English B2 – mandatory
- Strong communication skills, empathy, and customer-service mindset
- Ability to explain technical concepts in a clear, non-technical way
- Good organizational and multitasking abilities
- Solid understanding of basic IT concepts:
-Windows & macOS fundamentals
-Office 365 ecosystem
-Basic networking concepts (DNS, DHCP, Wi-Fi, VPN)