Assistant system administrator / Technical support specialist (Helpdesk) in Isida IVF

You are the first line of support for employees (approximately 400-500 users). The main flow of requests is through the ticket system and the phone.

The task of technical support is to quickly restore the user / service and, if necessary, correctly escalate to the responsible specialist. 

The main task is to restore the service as soon as possible and with minimal impact on work.

Main responsibilities

1. Reception and processing of ticket requests: classification (incident/request), prioritization, communication with the user, closure (solution) independently or escalation.
2. Supporting users in everyday matters: medical information system, Windows, office software, mail/signatures/certificates, printing, remote access, basic network issues (Wi-Fi/LAN/DNS).
3. Preparation and setup of workplaces: PCs/laptops, printers/MFPs, telephones, connection to corporate resources.
4. Basic operations with user accounts (as instructed): creation/blocking, password reset, group access etc.
5. Primary diagnosis of problems with terminal servers, mail, telephony, medical information system — with subsequent transfer to a responsible colleague in complex cases.
6. Update of the “knowledge base” (brief instructions, typical solutions), basic equipment inventory/accounting.

Requirements

• Experience in technical support / helpdesk / "assistant sysadmin" or strong practice and willingness to learn quickly.
• Confident work with Windows 7/10/11, drivers, printers, standard software.
• Understanding the basic things of the network: IP / DHCP / DNS / HTTP (at the diagnostic level).
• Ability to calmly communicate with users, bring the task to the final result, record the result (ticket, knowledge base etc).

• Will be a plus
• Active Directory / Windows Server (basic), RDP/terminal environments.
• Experience with monitoring (e.g. Zabbix), VPN, network equipment (FortiGate / other).
• Understanding “levels of support” (L1/L2/L3) and correct escalation is helps the team not to overload senior engineers with routine.

Shifts and trips

1. Emergency phone support for critical situations (medical): shift 1 week / 2 weeks off.
2. Branch trips - only when it cannot be resolved remotely; there are corporate cars and drivers (priority — remote solution).

We offer

• Stable schedule 9 – 17 and a clear role (L1 + development in L2).
• A team of 10 people, with responsible engineers for various key systems, mentoring.
• Diverse tasks and rapid professional growth subject to quality work.