Support the IT Help Desk to receive calls from users about the issues/problems in computers (laptop/desktop/tablet), internet, emails, users add/delete, users permissions, networking, or requests for new system/equipment requirements, and resolve the issue (over Tel./Email/Skype) at Shape Corp global operations.

Habilidades y experiencias

Essential Job Functions include, but not limited to, the following:

  • Provide Level 1 support on issues/problems.
  • Fluent in English (read, write, listen, speak) to serve in global IT Help Desk.
  • Respond to all tel. calls/emails/messages received to IT Help Desk.
  • Create and maintain accurate documentation of help desk, service tickets, issues, and procedures.
  • Perform preliminary technical troubleshooting for network, server, computer and work station equipment.
  • Communicate and report to L 2 support, and IT Help Desk Leader/Admin/Manager.
  • Make on-site calls for those hardware issues which cannot be resolved on a first-call basis.
  • Create/Update system reports for global help desk operations.
  • Problem solving skills, ability to think quickly and ask the details of problem/issue.
  • Interfaces with software and hardware vendors for external technical support whenever needed.
  • Manage system/software updates on users computers/printers and other devices.
  • Train people on the proper use of computer systems and services.
  • Additional functions not specifically outlined in this position description as directed by the leader.
  • To accomplishment the Environmental Management System, Safety and occupational health.

Position Skills and Experience Requirements:

To perform this job successfully, an individual must be able to perform each essential duty effectively. The requirements listed below are representative of the knowledge, skill and/or ability required.

  • 3+ years of experience on Tel. Help Desk, Service Tickets, and user requests
  • Strong customer focus, service oriented attitude
  • Experience with:
    • Operating systems (Windows) and related utilities and tools
    • MS Office knowledge - advanced level
  • Flexible to work evening hours (as directed by the company needs), and avaiaible On-call (over weekend)
  • Bachelor’s Degree or Associate Degree preferred, minimum High School Diploma

Communication skills

  • Fluent in English (read, write, listen, speak)
  • Strong verbal and written communication skills with plant users, managers, vendors and co workers.


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