IT Helpdesk Specialist (L1/L2)

İş haqqında

- Provide first- and second-line support via phone, email, remote tools and on-site visits. - Diagnose and resolve issues related to Windows endpoints, Microsoft 365, Exchange, Active Directory, ERP/WMS/HR systems, printers, scanners, IP phones and other peripherals. - Perform initial troubleshooting for LAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP and user access issues. - Manage incidents and service requests in the ticketing system, including prioritization, SLA tracking, escalation, documentation and closure. - Maintain IT asset, software licence and inventory records throughout the equipment lifecycle. - Prepare user guides, troubleshooting instructions, knowledge-base articles and operational checklists. - Support critical incidents, recurring problem analysis and continuous improvement of IT operations. - Education: Bachelor's degree in Computer Science, Information Systems, or related field; Master's degree is a plus.; - Certifications: CompTIA A+, CompTIA Network+, Microsoft certification related to Windows client or endpoint administration, Microsoft 365 Fundamentals or equivalent Microsoft certification, ITIL Foundation, Vendor certifications related to desktop, printer or endpoint support. - Language skills: Azerbaijani and English languages (B1), Russian is a plus. Mandatory Requirements - Minimum 2 years of corporate IT Helpdesk, Service Desk or Desktop Support experience. - Hands-on experience with Microsoft 365, Exchange, Active Directory, Windows endpoints and remote support tools. - Good knowledge of desktop/laptop hardware, operating systems, printers, scanners and office equipment. - Understanding of TCP/IP, IP addressing, DNS, DHCP, LAN, Wi-Fi and basic routing. - Experience with ticketing/ITSM systems, SLA processes, asset tracking and technical documentation. - Awareness of corporate cybersecurity principles, including phishing, malware, password hygiene and access control. - Ability to read technical documentation, logs and error messages in English. - Availability for on-site and occasional after-hours support when required. Preferred Requirements - Experience in manufacturing, logistics, warehouse or multi-site environments. - Familiarity with Intune, MECM/SCCM, WSUS, EDR, MDM, VMware/Hyper-V, Zabbix or PRTG. - Experience supporting barcode scanners, label printers and other operational devices. - Basic PowerShell knowledge and familiarity with ITIL or ISO 27001. - Relevant certifications such as CompTIA A+, Network+, Microsoft or ITIL Foundation. Key Competencies - Strong analytical and problem-solving skills. - Customer-focused communication with technical and non-technical users. - Ownership, reliability, teamwork and the ability to work under pressure.