Junior IT Helpdesk Engineer

**About us****About the role**:IT Help Desk is responsible for the company's day-to-day IT support and building efficient internal IT systems and processes. In this role, you will also be a key contributor to the company's information security management and work collaboratively across functions to develop solutions that support and grow Tamara's IT function.**Key Responsibilities**:- Provide first-level contact and convey resolutions to user issues- Properly escalate unresolved queries to the next level of support- Track, route, and redirect problems to correct resources- Update user data and produce activity reports- Follow up with users, provide feedback, and see problems through to resolution- Utilize excellent service skills and exceed user's expectations- Ensure proper recording, documentation, and closure of all issues- Prepare accurate and timely reports- Implement and maintain tools and services such as Jira ITSM, Notion, Google Workspace, Slack, Jumpcloud, Crowdstrike antivirus and other tools which are in the pipeline**Required Skills & Qualifications**:- Minimum of 2 years of experience in IT support or related field.- Proven working experience in providing IT help desk support.- Proficiency in English.- Working knowledge of IT help desk software, and remote assist tools.- Strong user-facing and communication skills.- Advanced troubleshooting and multi-tasking skills.- Knowledge and experience in Jira ITSM, Notion, Jumpcloud, Google Workspace, Slack, and Crowdstrike antivirus.- Experience in implementing and maintaining these tools in a 500+ employee company.- Degree in Information Technology, Computer Science or equivalent.- Ability to work in a team and communicate effectively.- Resourcefulness and problem-solving aptitude.**Preferred Qualifications**:Certifications such as ITIL, CompTIA A+, Network+, Security+ or equivalent are a plus.Previous experience in a tech start-up environment.