IT Assistant – Service Desk L1

Who you are

You are an IT Assistant with a foundational understanding of technical support, ideally with a year of experience in similar roles. You have technical studies in IT or Systems Engineering, and you are comfortable providing initial support to users. Your communication skills are strong, allowing you to effectively assist users with their technical issues. You are detail-oriented, ensuring that all documentation is clear and accurate. You are adaptable and eager to learn, ready to tackle new challenges as they arise. You understand the importance of following procedures and SLAs to maintain operational continuity.

What you'll do

In this role, you will be the first point of contact for internal users seeking technical assistance. You will manage requests and incidents through various channels, including tickets, chat, and email. Your responsibilities will include providing basic support for hardware, software, accounts, and peripherals. You will perform initial troubleshooting and document each case clearly. When faced with complex incidents, you will escalate them to higher support levels as per established procedures. You will also follow up on open tickets until they are resolved, ensuring user satisfaction. Additionally, you will assist with installations, configurations, and preventive maintenance tasks. You will support VPN configurations, email setups, MFA, and internal software. Keeping inventories and technical documentation updated will also be part of your duties. You will contribute to creating IT self-service guides and articles, enhancing the user experience.

What we offer

Vana offers a benefits package in accordance with local laws, along with opportunities for growth in a regional fintech environment. You will be part of a supportive team that values collaboration and continuous learning, providing you with the chance to develop your skills further in the IT field.