IT Service Desk Technician

At CloseLoop Technologies, we are a fast-growing technology solutions provider with a focus on delivering exceptional IT support and services to our clients. Our team is driven by innovation, collaboration, and a commitment to excellence. We are currently seeking skilled IT Service Desk Technicians at Level 2. If you have experience with popular tools like Atlassian, Azure, JAMF, zscaler and possess strong communication skills, we want you on our team. Join us to be part of a forward-thinking organization where technology meets service excellence

**Responsibilities**:
**Handle Escalated Issues**: Take ownership of complex and escalated technical issues from Level 1 technicians, providing advanced troubleshooting and resolution.

**Advanced Troubleshooting & Problem Resolution**: Utilize in-depth technical knowledge to resolve issues related to software, hardware, networks, and IT infrastructure, including critical systems and servers.

**Coaching & Mentoring**: Provide guidance, coaching, and support to Level 1 technicians, helping them develop their technical skills and improve their troubleshooting abilities.

**Quality Audits & Continuous Improvement**: Conduct regular quality audits of support interactions and resolutions to ensure adherence to company standards. Identify areas for process improvement and help implement changes to enhance team efficiency.

**IT Infrastructure Support**: Support, monitor, and maintain IT infrastructure components, including servers, networking equipment, and system configurations, ensuring optimal performance and uptime.

**Collaborate with IT Teams**: Work closely with other IT teams (e.g., Systems Administration, Network Engineering) to resolve cross-functional and more complex issues that require multi-team collaboration.

**Training & Knowledge Sharing**: Lead training sessions for Level 1 technicians and provide ongoing educational support, ensuring all team members stay up-to-date with evolving technologies and internal systems.

**Create Documentation**: Contribute to and maintain clear documentation for technical procedures, troubleshooting steps, and knowledge base articles to assist Level 1 technicians and end-users.

**User Support**: Provide expert-level support for more advanced user issues, including troubleshooting software malfunctions, network connectivity problems, and IT system configurations.

**Key Qualifications**:

- Minimum of 5 years of experience in a technical support role, with at least 2 years in a senior or lead capacity, managing escalations, mentoring teams, and handling complex technical issues.
- Advanced proficiency with Windows OS (10/11) and MacOS, with extensive experience in troubleshooting and configuring both environments.
- Solid understanding of M365 (Microsoft 365), Intune, and mobile device management (MDM) for seamless device provisioning and management.
- Strong networking knowledge, including basic network troubleshooting (TCP/IP, DNS, VPN, Wi-Fi).
- JAMF experience for managing Mac devices in an enterprise environment.
- Proficient in Virtual Desktop Infrastructure (VDI) environments and the ability to troubleshoot issues related to VDI, RDP, and Citrix setups.
- Solid understanding of ITIL Framework and terminology, including incident management, problem management, and service delivery processes.
- Strong analytical and troubleshooting skills, with the ability to diagnose complex technical issues and identify effective solutions.
- Ability to work independently while managing priorities and maintaining a high level of productivity, as well as collaborating effectively with cross-functional teams.
- Excellent communication skills (both verbal and written) with neutral accent and the ability to clearly explain technical issues and solutions to non-technical users.

**Educational Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Azure Fundamentals) are a plus.

**Benefits**:

- Medical Insurance for employees, spouse, children
- Accidental Life Insurance
- Provident Fund
- Paid vacation time
- Paid Holidays
- Employee Referral Bonuses
- Reimbursement for high-speed Internet at home
- One-month free stay (for employees moving from other cities)
- Tax-Free benefits
- Other Bonuses as determined by management from time to time