Managed IT Agent

CallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us

Job Description

We are pooling for Desktop Support Technicians to join our growing team

The Desktop Support Technician's role is to support and maintain customer computer systems, desktops, and peripherals. This includes diagnosing, repairing, maintaining, and upgrading all computer hardware and equipment while ensuring optimal workstation performance. The position also involves troubleshooting problem areas (in person, remotely, or by telephone) in a timely and accurate manner and providing end-user assistance as needed.

We will begin contacting shortlisted applicants as soon as we get the green light to proceed with hiring.

Responsibilities

Strategy & Planning

• Support the development and implementation of new computer projects and hardware installations

• Assist in developing long-term strategies and capacity planning for future hardware and organizational needs

Operational Management

• Perform remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions

• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripherals, printers/scanners, software, and other related products to ensure reliable performance

• Install and test customized configurations based on various platforms and operating systems

• Collaborate with team members to ensure efficient operation of the customer desktop computing environment

• Administer and resolve issues with associated end-user workstation and network software products as required

• Receive and respond to incoming calls and/or tickets regarding desktop issues

• Liaise with third-party support and PC equipment vendors when necessary

• Perform other related duties consistent with the scope and intent of the position

Formal Education & Certification

• Associate Degree in Computer Science, and/or at least 3 years of work experience with Windows and Microsoft Enterprise Environments

Knowledge & Experience

• Excellent knowledge of Windows PC and desktop hardware

• Excellent understanding of PC internal components

• Extensive understanding of Microsoft 365 environments and local applications

• Basic understanding of network protocols and principles

• Basic understanding of virtual environments

• Extensive equipment support experience

• Working technical knowledge of current protocols, operating systems, and standards

• Ability to operate tools, components, and peripheral accessories

• Ability to read and understand technical manuals, procedural documentation, and OEM guides

Personal Attributes

• Strong customer service orientation

• Proven analytical and problem-solving abilities

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Good written, oral, and interpersonal communication skills

• Ability to conduct research into PC and software issues and products as required

• Ability to present ideas in business-friendly and user-friendly language

• Highly self-motivated and directed

• Keen attention to detail

• Team-oriented and skilled in working within a collaborative environment

Work Conditions

• Working in the office Monday to Friday

• Sitting, standing, or walking for extended periods of time

• On-call in rotation with department members

Reporting Relationship

This position reports directly to the Director of Information Technology

• Free one meal a day

• Emergency loan and financial assistance programs

• Free 24-hour snacks and beverages

• Health insurance and health subsidy

• Retirement plan, life insurance, and savings plan

• Team socialization allowance and attendance bonuses

• Year-end performance bonus (company discretion)

• And much more