Join to apply for the ICT Helpdesk Support role at Specialized Bicycle Components
Summary
We are seeking a highly skilled and proactive ICT Helpdesk Support Teammate. The successful candidate will be responsible for hands-on service desk operations, providing support for various SaaS applications, and managing Audio/Visual support for Teams and Zoom meetings. This role requires strong professional etiquette and the ability to interact effectively with third-party Managed Service Providers (MSPs), global teammates, and executive leadership.
How You Will Make a Difference
* Assist in guiding the global service desk team, including dedicated MSPs, to ensure timely and effective resolution of IT issues.
* Provide on-site support, including maintenance, troubleshooting, and upgrades of operating systems and hardware.
* Manage and support live Audio/Visual setups for Teams and Zoom meetings, ensuring seamless high-performance operation.
* Maintain a high level of professional etiquette in all interactions with internal and external stakeholders.
* Proactively engage with third-party MSP service desks to guide, coordinate, and resolve issues.
* Develop and implement service desk policies and procedures to improve efficiency and customer satisfaction.
* Monitor and report on service desk performance metrics, identifying areas for improvement.
* Provide training and guidance to service desk staff to enhance their technical skills and customer service capabilities, including Zoom Phone VOIP support.
What You Need To Win
* Proven experience in a service desk or IT support role.
* Strong knowledge of operating systems, including Windows and Mac environments.
* Proficiency in managing live Teams and Zoom meeting Audio/Visual setups.
* Excellent communication and interpersonal skills, with a focus on professional etiquette.
* Ability to work proactively and collaboratively with third-party MSPs and global teammates.
* Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
* Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Entra Administrator) are a plus.
Preferred Skills
* Experience with IT service management tools and software.
* Familiarity with network infrastructure and security best practices.
* Ability to develop and deliver training programs for service desk staff.
* Experience with SaaS services such as Jira, Confluence, Miro, Entra ID, Crowdstrike Falcon, WS1/Intune, Office 365, etc., as well as some on-premises systems like Oracle, ADManager, Lansweeper.
* Knowledge of SASE/ZTNA technologies.
We are committed to increasing diversity and inclusion within the cycling industry. We encourage applications from all races, genders, body types, and marginalized groups to help us build a workforce where everyone can thrive. Join us in our mission to pedal the planet forward.
Additional Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Retail
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