HELPDESK TECHNICIAN Y-962

Position summary: we are looking for an in-person l2 / l3 helpdesk tech with strong technical skills, leadership capabilities, and a commitment to service excellence. this role is responsible for handling daily support requests from customers. we strive at ensuring timely, effective, and high-quality support for all user requests. beyond the core responsibilities, we are seeking someone who brings a growth mindset and creative thinking professional who is eager to contribute fresh ideas and continuously improve processes, tools, and the overall support experience. candidates who apply for this position must be able to work in-person at our offices in cali. key responsibilities: - handle assigned tasks and meet customer’s sla. - serve as an escalation point for complex or unresolved issues. - maintain documentation, support procedures, and knowledge base. - coordinate with other departments to ensure comprehensive support. - analyze help desk performance metrics and generate regular reports. what we’re looking for beyond the basics: - a proactive and creative thinker who brings new ideas to the table. - genuine interest in professional development and team growth. - ability to identify and implement improvements in tools, workflows, and customer experience. - a mindset centered on innovation and continuous improvement. requirements: - english b2 or better is a must - familiarity with ticketing systems and monitoring tools. - certifications such as itil, comptia, or equivalent (a plus) - minimum of one to two years of experience in a related job role - strong workin...