·       Performs initial analysis and classification of requests in ServiceDesk system related to the Technical Support - computer hardware and peripheral devices, system and office applications and other general software.

• Provides Level 1 support to end-users, as well as other staff of IT department.

·       Supports end-users in preparation of the service and incident requests in ServiceDesk system.

·       Escalation and reproduction of technical issues for the infrastructure and development teams.

·       Responsible for maintaining solutions in ServiceDesk by documenting the following:

o  Common questions by users with answers and clarifications.

o  Advices, preventing user mistakes.

o  Standard mistakes made by users with recommendations on resolution.

o  user guides and other resources.

• Installation and configuration of computer and network hardware, operating systems, and applications.
• Network cables installation, test and troubleshooting.
• Monitoring of client systems’ performance and resources utilization.
• Performs regular check of client systems’ configuration.
• Troubleshooting of client system and network related problems, diagnostic and resolving hardware or software faults.
• Replacement of failed desktop/laptop parts or sending for repair to vendor’s service center as needed.
• Setting up new users’ accounts and profiles, and dealing with password related issues.
• Keeping documentation about IT assets and does necessary inventory and follow up (hardware, software licenses, support equipment, etc.).

·       Maintains current knowledge of relevant technologies and business processes.

·       Tests and evaluates new technologies.

·       Maintains confidentiality with regard to the information being processed, stored or accessed.

·       Other duties as assigned.

Education & Experience

•        Bachelor Degree, preferably in related field (Information Systems, Computer Science and/or Engineering).

•        1 year of experience in similar position.

•        Knowledge and experience with deployment and configuration of Microsoft Windows 10/11, Microsoft Office Suite, and other client applications.

•        Knowledge and experience with Microsoft Active Directory and Microsoft 365 office applications.

•        Knowledge and experience with installation and troubleshooting of computer hardware and client software.

•        Knowledge and work experience with installation and configuration of peripheral devices: printer, scanner, fax, projector, etc.

•        Knowledge of network technologies.

•        Knowledge and work experience with network devices and installation of network cables as needed.

•        Knowledge and experience with tasks automation is desired.

•        Good troubleshooting skills.

•        Good communication skills.

•        Ability to work in team and independently with little supervision.

•        Industry Certifications (e.g. CompTIA) considered as a plus.

•        Vendor certifications (e.g. Microsoft) considered as a plus.

Language Skills

•        Fluency in Azerbaijani is required.

•        Technical level of reading, writing and speaking in English is required.

•        Speaking in Russian is a plus. 

Computer Skills

•        Strong knowledge of Microsoft Office suite.