Helpdesk Technician/IT Manager Assistant

Juru is seeking a Helpdesk Technician/IT Manager Assistant to provide first-level support to users for software, hardware, and network issues, ensuring quick resolution and high-quality customer service. This role requires technical troubleshooting skills, effective communication, and a proactive approach to IT problem-solving. In this role you will assist in maintaining IT systems and documentation while supporting continuous improvements in IT service delivery.

Only shortlisted candidates will be contacted.

Key responsibilities:

• Technical Support:

  • Serve as the first point of contact for end-users seeking technical assistance.

  • Diagnose and troubleshoot hardware, software, and network issues, resolving or escalating as needed.

  • Assist with the installation, configuration, and maintenance of desktop hardware, peripherals, and software.

• User Assistance and Training:

  • Guide users through problem-solving steps and provide training on basic software and system usage.

  • Document and communicate technical instructions, FAQs, and self-help materials for common issues.

• Ticket Management:

  • Accurately log all user interactions, issues, and resolutions in the helpdesk ticketing system.

  • Prioritize and manage multiple open cases, ensuring timely updates and follow-through.

  • Identify recurring issues, report patterns, and suggest solutions to improve system reliability.

• System Maintenance:

  • Perform routine maintenance tasks, such as software updates, system clean-ups, and backups.

  • Assist with account creation, password resets, and user access management following company policies.

• Collaboration and Documentation:

  • Collaborate with other IT team members to support larger IT projects and initiatives.

  • Maintain clear and detailed records of all work and procedures for auditing and reference purposes.

  • Track and manage inventory of IT equipment and supplies.

• 1-2 years of experience in IT support, technical assistance, or a related field preferred.

• Familiarity with network and systems administration, basic troubleshooting, and IT project coordination.

• Basic understanding of computer hardware, software troubleshooting, and networking principles.

• Strong communication and interpersonal skills for effective customer service.

• Ability to work in a fast-paced environment, multitask, and handle stressful situations calmly and professionally.

• English and Russian (good written and verbal communication skills).

• Strong attention to detail and analytical skills

• Patience and empathy when working with end-users of varying technical knowledge

• Eagerness to learn and stay up-to-date with emerging technologies and best practices