[Hiring] IT Helpdesk Technician at KVG

As KVG IT Helpdesk Technician, you play a vital role in providing technical support and ensuring the efficient operation of hardware, software, and network systems. You will serve as the first point of contact for IT support, assisting users with troubleshooting, Microsoft 365 management, security monitoring, and IT system administration.

In addition to resolving issues, you will collaborate with infrastructure and security teams to improve IT operations and ensure system compliance. This role offers excellent career growth opportunities in IT administration, security, and cloud computing. Ideal candidates have strong problem-solving skills, a passion for technology, and a commitment to continuous learning in the evolving IT landscape.

LOCATION

Supporting our Global Locations.

RESPONSIBILITIES

1. Technical Support & Troubleshooting
   •    Serve as the first point of contact for users seeking IT support via Teams, phone, email, or in person.
   •    Diagnose and resolve hardware, software, and network issues across Windows 10/11 and macOS platforms.
   •    Manage and troubleshoot network connectivity, VPN access, and remote desktop solutions.
   •    Provide first-level support for Microsoft 365 applications (Teams, Outlook, SharePoint, OneDrive).
2. System Administration & Security
   •    Manage and administer Microsoft 365, ensuring seamless integration and performance.
   •    Utilize Intune Mobile Device Management (MDM) for device enrollment, configuration, and compliance.
   •    Monitor and implement security measures using Defender XDR and Azure Sentinel to protect against cyber threats.
   •    Administer user identities and access controls through Entra ID.
   •    Support backup and disaster recovery strategies to ensure data protection and business continuity.
3. Process Improvement & Documentation
   •    Identify repetitive tasks and leverage automation tools like PowerShell, Python, or Bash for system administration.
   •    Maintain accurate IT documentation, including system configurations, troubleshooting steps, and IT service requests.
   •    Develop and update knowledge base articles to support end-users and IT team members.
4. Training & Collaboration
   •    Provide training and technical guidance to end-users on IT best practices and security awareness.
   •    Work closely with infrastructure, security, and development teams to improve IT operations.
   •    Assist in evaluating and deploying new technologies to enhance IT efficiency.
   •    Support IT-related projects and upgrades, ensuring minimal disruption to operations.

EDUCATION/KNOWLEDGE

• Required
  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Preferred
  • Relevant certifications:
    • CompTIA A+
    • Microsoft Certified: Modern Desktop Administrator
    • CompTIA N+
    • Microsoft 365 Certified: Security Administrator Associate
    • ITIL Foundation (For IT service management best practices)
    • CompTIA Security+ (Cybersecurity fundamentals)

EXPERIENCE

• Required
  • Minimum of 2 years in IT support roles, with hands-on experience in:
    • Microsoft 365 suite administration
    • Windows 10 and 11, macOS support
    • Microsoft Teams setup and troubleshooting
    • Intune Mobile Device Management
• Preferred
  • Cloud experience: Basic knowledge of Azure services.
  • Automation skills: PowerShell, Python, or Bash proficiency for scripting IT administration tasks.
  • IT service management (ITSM): Familiarity with ITIL frameworks for structured troubleshooting and escalation.
  • Cybersecurity awareness: Understanding phishing threats, endpoint protection, and data loss prevention.

PROFESSIONAL COMPETENCIES

• Strong communication
• Customer service orientation
• Ability to interact with non-technical users effectively