Description:
Otter Products is currently recruiting for an IT Helpdesk Support to join our IT Service Desk team. As the IT Helpdesk Support, you will assist with troubleshooting and technical support to our internal customers over the telephone and via remote access. You will coordinate and execute employee change activities. You will also support the tracking of hardware and software, from procurement to disposal.
You will work closely with service desk technicians, hiring managers and the HR department to effectively onboard new hires; this will include imaging laptops and shipping IT equipment to users. This Otter is key in supporting Otter’s growth and great culture.
In this role, you will need to have at a minimum, basic knowledge of
- Microsoft Office suites and current Windows operating systems
- Active Directory users and groups as well as Exchange mailboxes and Outlook in Office365
The successful candidate will possess PC hardware troubleshooting skills, excellent written and verbal communication skills, good organisational skills and an ability to multi-task and prioritize effectively. Additionally, you must be personable and enjoy working with people across all levels of the organization and be able to quickly learn new skills. Does this sound like you? If so, Otter Products may be a great place to grow your IT career!
From our founder’s garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation. Our industry-leading brands, OtterBox, LifeProof and Liviri lead the way to help people do more and go more places with technology in hand. Otter Products is a global company of more than 900 Otters (employees) with offices in Fort Collins, Colo., San Diego, Calif., Hong Kong, and Cork, Ireland. Our mission is simple – We Grow to Give which comes to life by way of our charitable arm, the OtterCares Foundation. From innovation and engineering to community and culture
– growing to give is at the heart of everything we do. For more information visit otterproducts.com
- Coordinate and execute the onboarding and offboarding tasks for new hires and departing employees utilizing the ticketing system
- Responsible for shipments of IT equipment for onboarding and offboarding purposes (standard hardware, images and software)
- Build and maintain strong relationships with internal customers and external vendors
- Image new laptops following standard operating procedures
- Prepare users’ windows profiles in line with users’ requirements
- Maintain inventory of onsite/remote equipment, software and software licenses issued by the Company
- Proactively manage inventory stock levels of standard equipment
- Prepare returned assets for re-use or disposal in a timely manner. Updating inventory records to ensure all asset information is up to date
- Schedule office equipment (laptops, printers, VC equipment) for repairs
- Assist with desk moves & desk set ups
- Support audio and video equipment onsite and virtually
- Utilize knowledge base articles and other IT resources to effectively troubleshoot and follow policies
- Training and assisting on use of tools and technology to meet business needs
- Participate in team meetings as an active member of the Service Desk team
- Exercise professional judgement within standard operating procedures and policies to do what is right for the company and customer at all times
- Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment
- Work with minimal supervision with metric-oriented success criteria
- Other duties as required
- Relevant 3rd level Experience in lieu of qualification may be considered
- Relevant industry qualifications e.g. CompTIA A+, CompTIA Network+ or equivalent is desirable (but not essential)
- Minimum of 1 - 2 years of experience providing service desk or computer related support
- Experienced in working as a member of a global IT team
- Demonstratable experience with Microsoft Office suites and current Windows operating systems
- Knowledge of Active Directory users and groups as well as Exchange mailboxes and Outlook in Office365
- Experience in inventory/asset management
- Knowledge of Mac OS and related Apple devices is a plus
- Proven experience with computer imaging and user profile set up
- Experience using Service Now (or similar ticketing system)
- Strong analytical and organisational skills with excellent attention to detail
- Willingness and accountability to learn, develop and evolve with a global IT department
- Effective time management skills with an ability to multi-task and manage changing priorities is a must
- Fluent written & verbal English is Another European language would be highly desirable.
- Demonstrate and drive a customer focused approach in all communications with internal and external customers
- Be self-motivated and able to work alone as well as part of a team