Job Description:
Trigyn has a contractual opportunity for a Help Desk Support Assistant L1. This resource will be working from our client site in Lebanon.
Job Description:
The primary objective of this assignment is to provide efficient, timely, and high-quality IT help desk support services to ensure continuous availability and optimal performance of IT systems, prompt resolution of technical issues and proper tracking of IT incidents and service requests.
Work Assignment
Under the supervision of the Head of the Customer Support Unit and the overall guidance of the Chief of Decision-Support and Data Science Division/ICTS the help desk support assistant should carry the following tasks:
User Support
• Provide first-line technical support to end users (onsite and/or remote).
• Respond to service requests via phone, email, ticketing system, or in person.
• Diagnose and troubleshoot hardware, software, and network issues.
• Escalate complex issues to second- or third-level support when necessary.
Incident & Request Management
• Log, track, and manage incidents and service requests using customer relationship management (CRM) with minimum delay.
• Ensure timely resolution in accordance with agreed Service Level Agreements (SLAs).
Hardware & Software Support
• Install, configure, and maintain desktops, laptops, printers, scanners, and other peripherals.
• Install, configure, and update operating systems and business applications.
• Manage user accounts, email accounts, and access rights.
• Support collaboration tools and enterprise applications.
Network Support
• Assist in troubleshooting LAN/WAN connectivity issues.
• Support Wi-Fi access and network device configurations.
IT Asset Management
• Receive, unpack, and inspect selected incoming ICT equipment or consumables
• Maintain an updated inventory of IT equipment and software licenses.
• Track allocation and movement of IT assets.
• May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment, on daily basis
Deliverables
The IT Help Desk Support shall deliver the following:
1. Functional IT Help Desk service (onsite and/or remote).
2. Incident and service request logs maintained in a ticketing system.
3. Updated IT asset inventory records.
Qualifications
• Diploma or bachelor’s degree in information technology, computer science, or related field.
• Minimum 5 years of experience in IT support/help desk operations.
• Strong knowledge of:
Windows 11 and/or macOS operating systems.
o Microsoft 365 (Outlook, OneDrive, MS Teams, SharePoint)
o Microsoft Office
o Networking fundamentals (TCP/IP, DNS, DHCP).
o Microsoft Entra and Intune
• Experience with ticketing systems and remote support tools. Familiarity with client tools and environment are a plus
• Good problem-solving and communication skills.
• Customer-service oriented approach.
• Languages English, French and Arabic are the working languages of the client.
• For this position, fluency in English is required.
For Immediate Response, please send your Resume to Global-Recruitment@Trigyn.com
TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in the United States, Canada, Switzerland and India.