IT Helpdesk Technician L2

We’re seeking a dynamic IT Helpdesk Technician to join our team in our Zagreb office and ensure our employees have the seamless IT support they need to thrive. In this role, you’ll be the first line of defense for our users, tackling a variety of technical challenges and contributing directly to our organization’s productivity. You’ll be the person that keeps our team connected and working efficiently. The position requires a strong on-site presence in our Zagreb office. While some flexibility may be available, most work will be conducted in the office.

• 3+ years of experience in IT support or a related field.
• Advanced troubleshooting skills for Windows and macOS operating systems and basic Linux command-line skills.
• Proficiency with cloud-based directory services and identity management platforms.
• Understanding networking concepts such as TCP/IP, DNS, DHCP, and VPN and basic networking troubleshooting skills.
• Experience with hardware troubleshooting.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Experience with endpoint protection software.
• Experience with cloud productivity applications (e.g., Google Workspace, Microsoft 365)
• Excellent problem-solving and analytical abilities.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused and results-oriented.
• Ability to prioritize and manage multiple tasks effectively.
• Strong documentation skills.

• Relevant IT certifications (CompTIA A+, Network+, Security+, Microsoft Certified Professional) are a plus.
• Associate’s or Bachelor’s degree in Information Technology or a related field (preferred).

• Provide advanced technical support to end-users, resolving complex hardware, software, and network issues.
• Troubleshoot and resolve tickets, ensuring timely and effective solutions.
• Install, configure, and maintain operating systems, applications, and peripherals.
• Manage user accounts, permissions, and access controls.
• Diagnose and resolve network connectivity issues, including VPN, Wi-Fi, and Ethernet.
• Utilize remote support tools to provide efficient and practical assistance to remote users.
• Document all support activities, resolutions, and procedures in our ticketing system.
• Contribute to the development and maintenance of technical documentation and knowledge base articles.
• Participate in IT projects, including system upgrades and software deployments.
• Provide training and guidance to support staff.
• Maintain accurate inventory of IT assets.
• Adhere to IT security policies and procedures.