IT Support Technician at Verto

Description

• We’re seeking a driven and results-oriented IT 1st and 2nd Line Support Technician who is excited to tackle technical challenges that enable seamless IT operations and enhanced employee productivity.
• In this role, you will be expected to achieve key milestones such as efficiently resolving IT support requests, ensuring robust onboarding/offboarding processes, and contributing to a secure IT environment.
• You will play a pivotal role in ensuring Verto’s IT systems and tools function seamlessly, empowering employees to focus on our mission of transforming emerging markets.

In this role you will:

• Provide 1st and 2nd line IT support via Jira IT service desk, resolving technical issues with a high level of efficiency and professionalism.
• Troubleshoot macOS and Windows systems, network connectivity, and software applications (e.g., Google Workspace, Slack, Microsoft Office Suite).
• Set up, configure, and maintain company hardware, including MacBooks and Windows laptops using JumpCloud (MDM).
• Support new joiners by setting up laptops, creating user accounts, and ensuring tools and access are ready for Day 1 productivity.
• Manage the offboarding process, including deactivating user accounts, tracking hardware, and ensuring secure data handling.
• Maintain an accurate inventory of IT assets, managing their lifecycle and optimizing their use.
• Partner with the InfoSec Manager to address security incidents such as phishing reports and ensure compliance with security protocols.
• Monitor and maintain security tools, including Endpoint Detection and Response (EDR) systems, and support the implementation of InfoSec policies.
• Conduct regular audits of systems, devices, and accounts to ensure operational efficiency and security.
• Assist employees in understanding and using IT tools effectively, providing training and support to enhance productivity and compliance.

Responsibilities
You’ll be responsible for:

• Delivering high-quality IT support and fostering a seamless user experience for Verto employees.
• Streamlining IT processes for onboarding and offboarding, ensuring efficiency and accuracy.
• Maintaining IT infrastructure and supporting cybersecurity measures to safeguard company assets.
• Promoting best practices in IT use and supporting a culture of technological excellence.

Requirements

• Proven experience in a 1st and 2nd line IT support role.
• Expertise in macOS and Windows operating systems, as well as troubleshooting hardware and software issues.
• Strong proficiency with Google Workspace, Slack, Microsoft Office Suite, and Jira IT service desk.
• Hands-on experience with Mobile Device Management (MDM) tools, particularly JumpCloud.
• Knowledge of cybersecurity principles, including handling phishing reports and monitoring EDR tools.
• Excellent organizational skills, with experience in IT asset management and inventory tracking.
• Strong communication and interpersonal skills, with the ability to assist non-technical users effectively.
• Self-motivated and capable of handling multiple priorities in a fast-paced environment.