We are looking for an IT Support Administrator (ITSA) for the Amsterdam office to provide timely and accurate solutions to technical problems. Responsibilities include resolving connectivity issues, configuring operating systems and to provide immediate support via voice, email, and chat applications to give clients quick answers to IT issues.
We are an international company with English as our working language. For more complex problems that require nuanced instruction, the ITSA will contact end-users to provide clear instructions. The ITSA is responsible for maintaining acceptable KPIs (key performance indicators) for issue tracking and documentation and SLAs (service level agreements).
Onboard and Offboard staff accounts, provisioning, workstation assignment, deployment.
Diagnose and troubleshoot a variety of technical issues across different operating systems and various applications, and hardware as well as peripherals.
Ask customers targeted questions to quickly understand the root of the problem.
Own issues through to resolution, within agreed time limits.
Ensure all issues and outcomes are properly logged within the ticket management system.
Prioritize and manage several open issues at one time.
Talk end-users through a series of actions, either via phone, email or chat, until the issue is resolved.
Properly escalate unresolved issues to appropriate internal teams.
Provide prompt and accurate feedback to end-users.
Document technical knowledge in the internal knowledge base.
Maintain positive relationships with end users.
Identify and suggest possible improvements on process, procedures and or systems.
Provide support for after-hours, weekends, and/or holidays.
Attend required training as assigned.
Expected to work on-premises, remote, and colo-data center.
Provide remote support for other offices as needed.
Maintain personal SLAs and KPIs.
3+ years experience in IT Support, preferably in a creative environment.
A high level of professionalism and passion for customer service.
An appreciation of the importance of asset inventory and how to maintain an organized service desk.
Ability to perform routine preventive maintenance on systems software, applications, hardware, basic networking, and communications.
A passion for thinking outside the box and helping people.
Support ticket management and tracking
Strong customer service, problem-solving, and teamwork abilities
Detail oriented, including creating, maintaining and updating IT documentation.
Knowledge of audio/video troubleshooting and support
Ability to participate in a support schedule that may include after-hours and weekend support
Video Conferencing troubleshooting, including Google Meet and Zoom
Some heavy lifting required
Salt is acting as an Employment Agency in relation to this vacancy.