Senior Helpdesk Technician

Description

We are seeking a highly skilled and customer-focused Senior Helpdesk Technician. This role will be an integral part of the team and responsible for delivering exceptional IT support and solutions for clients. As a Senior Helpdesk Technician, you will work in a dynamic and fast-paced environment, supporting a wide range of IT services, including managed services, unified communications, cybersecurity, and cloud infrastructure.

Responsibilities:

• Provide expert-level support for desktops, networks, managed EDR, WiFi, firewalls, and other IT infrastructure components.
• Diagnose and resolve complex hardware, software, and network issues across a variety of client environments.
• Deliver excellent customer service through timely communication and resolution of client requests.
• Assist clients in understanding and complying with relevant regulations, including GDPR, Cayman Data Protection Act, and CIMA standards.
• Implement and manage cybersecurity solutions, including SentinelOne EDR and Fortinet products.
• Assist with IT consulting projects such as systems integration, PBX upgrades, and Teams integrations.
• Provide on-site support for installations, office moves, and upgrades.

Requirements:

• Relevant certifications such as CompTIA A+, Network+, Security+, or equivalent are preferred.
• 3-5 years proven experience in a helpdesk or technical support role
• Strong knowledge of IT infrastructure, including networking, servers, and managed EDR solutions.
• Proficiency in cloud platforms (e.g., Azure, AWS), on-prem infrastructure, and disaster recovery strategies.
• Excellent problem-solving skills and ability to work under pressure.
• Exceptional communication and customer service skills.