About Company
Advanced Integrated Systems (AIS) is a leading technology solutions provider in Jamaica and the wider Caribbean, dedicated to empowering businesses with innovative IT infrastructure and support services. For over 30 years, AIS has been at the forefront of delivering cutting-edge solutions, from financial transaction processing and network security to enterprise resource planning and managed IT services. We pride ourselves on fostering a dynamic work environment where talent is nurtured, and professional growth is encouraged. Join a team committed to excellence and making a tangible impact in the technology landscape.
Job Description
Are you a proactive problem-solver with a passion for technology and helping others? Advanced Integrated Systems (AIS) is seeking a dedicated and energetic Helpdesk Operator – IT Support to join our robust technical team in Norman Gardens, Kingston. This crucial role involves providing first-level technical assistance and support related to computer systems, hardware, and software issues for our diverse client base. As a Helpdesk Operator, you will be the initial point of contact for users experiencing technical difficulties, requiring you to diagnose, troubleshoot, and resolve issues efficiently and effectively.
This position operates on a shift-work basis, ensuring round-the-clock support for our clients. You will be instrumental in maintaining system uptime and user productivity, making a direct impact on our clients’ operational success. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and a solid foundation in IT principles. You’ll thrive in a fast-paced environment, demonstrating the ability to manage multiple priorities and adapt to varying technical challenges. If you are eager to kickstart or advance your career in IT support within a challenging yet rewarding environment, and are committed to delivering exceptional service, we encourage you to apply and become a vital part of the AIS family.
Key Responsibilities
- Provide first-line technical support to users via phone, email, and chat, troubleshooting hardware, software, and network connectivity issues.
- Log, categorize, prioritize, and track all support requests using a ticketing system, ensuring accurate and detailed documentation.
- Perform remote diagnostics and problem resolution for common issues, including password resets, account unlocks, software installations, and basic network troubleshooting.
- Escalate complex or unresolved issues to appropriate second-level support teams or specialists with clear and concise documentation.
- Guide users through step-by-step solutions and provide technical assistance in a clear, patient, and user-friendly manner.
- Monitor system performance and proactively identify potential issues to ensure optimal operation.
- Maintain a comprehensive knowledge base of common issues and resolutions to improve efficiency and self-service options.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and professional development to stay current with technology trends and best practices.
- Collaborate effectively with team members and other departments to ensure seamless service delivery during assigned shifts.
Required Skills
- Proficiency in troubleshooting Windows operating systems (Windows 10/11) and common Microsoft Office applications.
- Basic understanding of network concepts (TCP/IP, LAN/WAN, Wi-Fi) and connectivity issues.
- Familiarity with hardware components (desktops, laptops, printers) and peripheral troubleshooting.
- Excellent verbal and written communication skills with the ability to explain technical information to non-technical users.
- Strong problem-solving and analytical abilities with keen attention to detail.
- Demonstrated customer service orientation and interpersonal skills.
- Ability to work effectively in a team-oriented, collaborative environment.
- Flexibility to work various shifts, including nights, weekends, and public holidays, as part of a 24/7 operation.
Preferred Qualifications
- Associate’s degree or Diploma in Information Technology, Computer Science, or a related field.
- CompTIA A+ or other relevant IT support certifications (e.g., Microsoft Certified Fundamentals).
- Experience with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Zendesk).
- Familiarity with remote desktop support tools.
- Prior experience in a call center or helpdesk environment.
Perks & Benefits
- Competitive salary package with shift differentials.
- Comprehensive health and wellness benefits.
- Paid time off and public holidays.
- Opportunities for professional development and career advancement within a leading tech company.
- Access to ongoing training and certification programs.
- Dynamic and supportive work environment.
- Employee assistance programs.
- Modern office facilities in a convenient Kingston location.
How to Apply
Interested candidates are invited to submit their applications by clicking on the link below. Please ensure your resume highlights your relevant experience and qualifications for this role. We look forward to reviewing your application and potentially welcoming you to the Advanced Integrated Systems team!