IT Help Desk Support

Description The role of the IT Help Desk Support in Grand Cayman is to provide 1st/2nd level technical support for clients within the Service Desk team and reports to the Service Desk Manager and will need to have strong technical abilities and problem-solving skills to supplement their customer services skills in this client facing role. Liberty Caribbean ICT Ltd ("LC ICT") is a full-service IT Consultancy firm, based in the Cayman Islands and has been providing technology-based solutions for clients in the English-speaking Caribbean since 2004. Due to continued expansion, we invite applications for the position of IT Help Desk Support. What You'll Do

• Implementation, support, monitoring and management of various IT systems for the Company’s Clients.
• Provide ongoing operational and technical support for Clients who have a support contract with the Company.
• Maintain a thorough understanding of Microsoft 2016/2019 Server and Windows 10 Desktop solutions, CISCO Networking, Cylance Protect Anti-Malware, Veeam Backup and SolarWinds N-Able technologies.
• Be available to work overtime if the client agrees to the work being performed outside of ‘normal hours’.
• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
• Install, configure, and update operating systems, software applications, and peripheral devices.
• Maintain detailed records of client interactions, troubleshooting steps, and resolutions in the ticketing system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Assist in onboarding new clients by setting up user accounts, email, and system configurations.
• Educate clients on IT best practices and basic troubleshooting techniques.
• Monitor and maintain client IT environments, ensuring optimal system performance and security.

What You'll Need

Essential Skillset for this role

• Experience of managing MS Office 365 or Microsoft 365 with a current Microsoft 365 Certification
• Experience of MS Azure, MS Intune and MS Bitlocker encryption deployment and management.
• Experience of installing and configuring PCs and Laptops and extensive knowledge of the Microsoft Windows 10 Operating System
• Experience of configuring and administering Active Directory and Group Policies
• Experience of managing and monitoring Veeam Backup and various 3rd party Anti-Virus Products
• Experience of supporting end users within a Citrix or MS Remote Desktop Services Environment
• Experience of supporting and troubleshooting HP, DELL and Lenovo PCs and Laptops Essential: Experience of supporting and troubleshooting printers and MFP devices.
• Consumer awareness and confidence with dealing with clients at all levels.
• Strong communication skills and experience in the delivery of Projects and IT services.

Desirable qualifications

• Degree in Computer Science
• Experience in Managed Service Company working on a service desk
• Excellent technical documentation and excellent verbal and written skills