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Responsibilities : Provide advanced technical support to end-users via phone, email, and chat, resolving complex issues related to hardware, software, network connectivity, and other IT services. Own, troubleshoot, diagnose, and resolve technical problems, identify root causes, and implement effective solutions. Escalate unresolved issues to appropriate IT teams or vendors, following established procedures. Proactively monitor system performance and identify potential issues before they impact end-users. (e.g. Network, End-user devices). Create and maintain comprehensive documentation, including knowledge base articles, troubleshooting guides, and user manuals. Contribute to the development and implementation of service desk processes and procedures, aiming for continuous improvement. Assist with IT projects and initiatives as needed, such as software deployments and hardware upgrades. Stay up-to-date with the latest technologies and industry best practices. Mentor and train junior service desk team members. requirements-expected : Proven experience (e.g., 3+ years) as a Service Desk expert or in a similar IT support role. Having the attitude of I am here to help you and being a hands-on person. Detailed knowledge of Windows and mac OS operating systems, Google Workspace, Microsoft Office Suite, Active Directory, Entra ID, and common business applications. Understanding of networking concepts, including TCP/IP, DNS, and DHCP. Experience with IT service management tools (e.g. Service Now,) and remote support technologies. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills, with the ability to explain technical information clearly to non-technical users. Fluent English. Ability to work independently and as part of a team. Relevant IT certifications (e.g., ITILV3/4, Comp TIA A+) are a plus. offered : Stable employment in an international and constantly developing company. Possibility to work in international working environment. Additional benefits (like life insurance, private healthcare, cafeteria system, social fund etc.). Possibility to participate in implementation and development trainings. benefits : sharing the costs of sports activities private medical care sharing the costs of professional training & courses life insurance retirement pension plan parking space for employees extra social benefits holiday funds