علی‌بابا | Alibaba Group

کامپیوتر، فناوری اطلاعات و اینترنت ۵۰۱ تا ۱۰۰۰ نفر www.alibaba.ir

استخدام IT Support Specialist

دسته‌بندی شغلی

IT / DevOps / Server
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

کمتر از سه سال
حقوق

توافقی

شرح موقعیت شغلی

Job Description

The IT Support Specialist is responsible for providing technical support to end users for hardware, software, and network-related issues. Acting as the first point of contact, this role handles incidents and service requests, ensuring timely troubleshooting and resolution to minimize disruption to business operations. The ideal candidate has a strong understanding of IT systems, excellent communication skills, and a customer service-oriented mindset.

Responsibilities

Serve as the first point of contact for users seeking technical assistance over phone, email, or in person.
Offer prompt and professional responses to inquiries regarding hardware, software, and network-related issues.
Identify, troubleshoot, and resolve a variety of technical issues related to computers, mobile devices, printers, and peripherals.
Assist users with system login issues, software errors, and connectivity problems.
Provide step-by-step instructions to resolve technical issues, ensuring the problem is fully understood and addressed.
Log all user requests and incidents into the Help Desk ticketing system and track the progress until resolution.
Prioritize and manage multiple open tickets, escalating more complex issues to higher-level IT support when necessary.
Create, manage, and maintain user accounts, including password resets and permissions management, using Active Directory.
Ensure users have the appropriate access levels and privileges, while adhering to organizational security policies.
Assist with hardware setup, installation, configuration, and troubleshooting of desktops, laptops, operating systems (Windows, macOS, Linux), monitors, printers, and other peripherals.
Perform routine maintenance and apply patches, updates, and software upgrades to ensure that systems function properly and securely.
Help users with network connectivity issues, including Wi-Fi access, VPN connections, and remote desktop support.
Troubleshoot basic networking problems such as IP conflicts, DNS, and DHCP issues, escalating as needed for higher-level network issues.
Experience supporting Microsoft 365 (including Teams and Outlook) and Active Directory environments.
Document troubleshooting steps, solutions, and system configurations in the Help Desk system.
Keep records of asset allocation, software licenses, and system configurations for audit and tracking purposes.
Communicate technical solutions clearly and concisely to non-technical users and follow them after the resolution to ensure their satisfaction.
Work collaboratively with other IT team members to ensure smooth project execution.
Provide users with basic training on the use of software, hardware, and IT policies as needed.
Enforce company policies regarding data security, privacy, and compliance, ensuring users follow IT best practices.
Identify and report potential security issues to the appropriate IT/security teams.
Provide on-demand support for video conferencing platforms, resolving connectivity issues and ensuring smooth communication for both in-person and virtual participants.

Requirements

Associate’s degree in Information Technology, Computer Science, or a related field. A Bachelor’s degree is often preferred but not always required.
While certifications such as A+, Network+, or Microsoft credentials are beneficial, they are not mandatory. Practical, hands-on experience and strong technical knowledge are the primary requirements.
2 years of experience in a similar job role.
Strong knowledge of Windows, macOS, and Linux, including installation, troubleshooting, and configuration.
Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN/WAN.
Experience with diagnosing and repairing desktops, laptops, printers, faxes, scanners, mobile devices, and peripherals.
Follow ITIL-based processes for incident and service request management.
Experience using remote desktop tools to provide off-site support to users.
Strong knowledge of productivity software like Microsoft Office, email clients, and enterprise-specific applications (AD Manager and Service Desk Plus).
Ability to write reports and create necessary documentation.
Familiarity with VOIP services is an advantage
Excellent communication skills (both written and verbal) to explain technical concepts clearly to non-technical users.
Empathy and patience when handling user frustrations, ensuring a positive and supportive experience.
Ability to provide user training on systems and applications, either in person or remotely.
Ability to prioritize tasks, manage multiple issues simultaneously, and resolve them efficiently while meeting deadlines.
Willingness to stay updated with evolving technologies, including new software, hardware, and IT practices.
Ability to adapt quickly to new tools and processes in a dynamic IT environment.
Strong interpersonal skills to work collaboratively with other IT team members and departments.
Basic understanding of cybersecurity principles, including user authentication, password management, and data protection protocols.
Availability for participation in an on-call rotation is required.

ثبت آگهی استخدام در جابینجا

معرفی شرکت

شرکت سفرهای علی‌بابا، یک جمع بزرگ بیش از 800 نفری از افرادی حرفه‌ای و تاثیرگذار است که در جایگاه رهبر بازار گردشگری ایران، با ارائه همه خدمات سفر به‌شکل آنلاین، همسفر مسافران می‌شود. تلاش همه علی‌بابایی‌ها این است که با توانمندسازی جامعه، دسترسی به تجربه شایسته سفر را برای همه ممکن کنند. اینجا هر روز برای ما «روز اول» است و فرصتی برای رشد و یادگیری. در واقع هیچ سقف و محدودیتی برای خودمان قائل نیستیم و علی‌بابا را یک کوه بدون قله می‌بینیم.