Helpdesk Specialist

Key Responsibilities

  • Provide first-line support to users, addressing hardware, software, and network-related issues through phone, email, or chat.
  • Log, track, and resolve technical support tickets using helpdesk systems like Zendesk, Jira, or ServiceNow.
  • Diagnose and troubleshoot common IT problems, escalating complex issues to higher-level support when necessary.
  • Assist with the installation, configuration, and maintenance of hardware and software systems.
  • Guide users through system setups, software installations, and usage best practices.
  • Create and maintain documentation, including FAQs, user guides, and troubleshooting procedures.
  • Monitor and manage system performance, reporting incidents and potential issues proactively.
  • Support onboarding processes by setting up workstations, accounts, and necessary tools for new employees.
  • Maintain accurate records of issues and solutions to contribute to the knowledge base and improve resolution times.
  • Stay updated on the latest technologies, tools, and best practices to enhance support quality.

Qualifications

  • 1-3 years of experience in a helpdesk or IT support role.
  • Strong understanding of operating systems (Windows, macOS, Linux) and common office applications (Microsoft Office, Google Workspace).
  • Basic networking knowledge, including LAN, WAN, and VPN troubleshooting.
  • Familiarity with helpdesk tools and ticketing systems like Zendesk, Freshdesk, or ServiceNow.
  • Excellent problem-solving skills with the ability to explain technical concepts to non-technical users.
  • Strong organizational skills and attention to detail for accurate issue tracking and resolution.
  • Proficiency in English (B2 level or higher) for effective communication.
  • Basic knowledge of Active Directory, ITIL practices, or remote support tools is a plus.
  • Ability to multitask and prioritize in a fast-paced environment.
  • A degree in IT, Computer Science, or related field is preferred but not mandatory.

About Us

At Fuzionest, we assemble senior-level, dedicated teams of developers, IT specialists, and other professionals to help fast-growing startups and innovative enterprises drive impact and achieve their goals. We’ve delivered solutions across multiple domains, including FinTech, PropTech, AdTech, HealthTech, e-commerce, and more.

Our Helpdesk team is dedicated to ensuring smooth IT operations and providing exceptional support to end-users. By addressing technical challenges promptly, we empower teams to work efficiently and productively.

We foster a supportive and collaborative work environment, encouraging team members to learn, grow, and contribute to improving support processes and tools.

Benefits

  • Career Development: Tailored growth plans to enhance your skills in IT support.
  • Skill Building: Access to mentorship programs, workshops, and certifications.
  • Diverse Opportunities: Work on a variety of technical issues across different environments.

Our culture is rooted in the belief that ongoing growth benefits employees and the company alike. Because of that, we offer:

  • Comprehensive health and dental insurance.
  • 19 working days of vacation per year, increasing to 21 after two years.
  • Company-sponsored training and IT support events.
  • Team-building activities and corporate retreats.
  • Access to corporate discount programs at partner stores, restaurants, and cafes.
  • Referral bonuses.

Additional benefits include:

Join Us

Engineer your success with Fuzionest and provide exceptional IT support in a team that values innovation, collaboration, and customer satisfaction!

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