As an IT Helpdesk Agent at AXO, you will provide technical assistance to users, both on-site and remotely, ensuring prompt resolution of hardware and software. The role involves troubleshooting problems, maintaining IT systems, and delivering excellent customer service to ensure user satisfaction.

Duties and Responsibilities:

Provide first-line support to users experiencing IT issues via phone, email, or in person
Assist with the installation, configuration and maintenance of computer systems and peripherals
Monitor system performance and proactively address any issues to minimise downtime
Provide technical support to end-users, including resolving hardware and software-related problems
Set up and manage user accounts, permissions, and access levels
Escalate complex issues to higher-level support or specialist teams as needed
Log and track all support requests in the helpdesk system
Stay up-to-date with the latest IT trends, technologies and best practices
Follow up with users to ensure complete resolution of issues

Skills:

Proven experience in a Technical Support or helpdesk role
The ideal candidate should be Maltese speaking
Strong knowledge of computer hardware, networking and operating systems (Windows and macOS)
Experience in managing and troubleshooting Active Directory and Office 365
Proficient in IT security principles and best practices
Excellent problem-solving and communication skills
Ability to work both independently and collaboratively in a fast-paced environment
Valid driving licence B
Relevant certifications (e.g. CompTIA A+, Microsoft Certified IT Professional, Cisco CCNA) will be a plus

An excellent remuneration package will be given to the chosen candidate.

IT Helpdesk Agent

Job Description