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 1. If you have experience with popular tools like Atlassian, Monday, and Miro, 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**:

- **Incident Logging and Ticketing**: Accurately log and categorize all incidents in the ticketing system (e.g., Jira/Atlassian, ServiceNow), ensuring tickets are prioritized and tracked to resolution.
- **User Account Management**: Assist with user account creation, password resets, and basic access management through Azure
- **Hardware Support**: Provide basic hardware troubleshooting for devices such as laptops, desktops, printers, and peripherals. Assist with setting up new hardware and equipment.
- **Knowledge Base Updates**: Contribute to and maintain internal knowledge base articles to improve troubleshooting processes and provide self-service solutions for end-users.
- **User Onboarding Support**: Assist new employees with IT setup, including providing initial training on internal systems, software, and best practices.
- **Customer Service Excellence**: Provide clear, helpful, and professional communication to end-users, ensuring that issues are resolved to their satisfaction in a timely manner.

**Key Qualifications**:

- Minimum of 3 years of experience in IT support or a related technical field, providing both on-site and remote support to end-users.
- Proficiency in troubleshooting and resolving issues on Windows 10/11 operating systems, with a solid understanding of MacOS and mobile operating systems (iOS, Android).
- Experience with M365 (Microsoft 365), Intune, and other key productivity and device management tools.
- Strong knowledge of basic networking concepts, including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
- Expertise in providing advanced troubleshooting and technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
- Familiarity with ticketing systems (e.g., Jira, ServiceNow, or similar), including ticket creation, prioritization, tracking, and resolution.
- Excellent problem-solving abilities, with a keen attention to detail and a methodical approach to diagnosing and resolving technical issues.
- Strong customer service and communication skills, with the ability to articulate technical concepts clearly to non-technical users. Neutral accent and clear communication in both verbal and written forms.
- Familiarity with remote support tools and the ability to effectively assist users remotely.
- IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are highly desirable.

**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