Job Description

Acronis is a world leader in cyber protection-empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a IT Helpdesk Specialist who is ready to join us in creating a #CyberFit future and protecting the digital world!

The IT Helpdesk Specialist is to go-to person for helping to resolve end-user IT issues in the organisation. This position helps to ensure that our users are able to effectively utilize IT resources and systems, and that their work is not hampered by IT issues. This is an onsite role, although occasional remote work is possible depending on the nature of the IT Helpdesk requests on hand. To be successful in this role, you should be quick to learn, adaptable, and able tactfully support a wide range of users, including top executives within the organisation.

Every member of our "A-Team" has an instrumental role and impact on the success of Acronis' innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

• Attend to IT Helpdesk requests submitted by end-users in a timely and professional manner
• Build rapport and elicit problem details from the users
• Prioritize IT Helpdesk requests as appropriate and escalate issues where necessary to the correct channels
• Record, track, and document the Helpdesk request problem-solving process, including all successful and unsuccessful decisions made, actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Utilise resources available on the Internet, such as technical forums, knowledge bases, to aid in problem resolution
• Perform hands-on fixes, including installing and upgrading software, installing and replacing hardware
• Learn and develop proficiency in supporting the software and hardware deployed within the organisation
• Setup and deploy corporate computers, VoIP phones, and network printers for end-users as per internal processes
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• IT Inventory tracking and asset management
• Assist with corporate event support using Zoom and other web conferencing tools
• Other non-helpdesk IT tasks as assigned

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

1 Year experience working in an IT Helpdesk environment and working with Service Desk software * Experience providing IT Helpdesk support to remote offices/users

• Experience providing IT Helpdesk support to all levels of the business organisation, including top executives
• Experience with the administration and troubleshooting of Windows and macOS computers
• Experience with user and email account administration using Microsoft Active Directory and Microsoft Exchange
• Experience with corporate web conferencing and webinar support for end-users using the Zoom Meetings platform
• Extensive application support experience with the Microsoft Office suite
• Broad knowledge of personal computer hardware and peripherals
• Working knowledge of a range of IT diagnostic tools and utilities
• Basic skills with personal computer network troubleshooting
• Excellent written and oral communication skills
• Strong documentation skills

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present technical solutions that are easy to understand for non-technical users
• Highly self-motivated
• Keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Customer service oriented
• Have a strong desire to learn continually and grow professionally
• Native proficiency in English

WHO WE ARE

Acronis is revolutionizing cyber protection by integrating backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment-physical, virtual, cloud, and mobile-all at a low cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis is truly a global organization with more than 1,900 employees in 33 locations in 18 countries. Its solutions are trusted by more than 5.5 million consumers and 500,000 businesses, including 100% of the Fortune 1000 companies. Acronis products are available through 50,000 partners and service providers in over 150 countries in more than 30 languages. Acronis is in an exciting phase of growth and expansion, recently receiving a $250 million investment from CVC Capital Partners, bringing the total valuation to more than $2.5 billion.

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