IT Helpdesk Specialist (L1/L2)

Provide first- and second-line support via phone, email, remote tools and on-site visits.

Diagnose and resolve issues related to Windows endpoints, Microsoft 365, Exchange, Active Directory, ERP/WMS/HR systems, printers, scanners, IP phones and other peripherals.

Perform initial troubleshooting for LAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP and user access issues.

Manage incidents and service requests in the ticketing system, including prioritization, SLA tracking, escalation, documentation and closure.

Maintain IT asset, software licence and inventory records throughout the equipment lifecycle.

Prepare user guides, troubleshooting instructions, knowledge-base articles and operational checklists.

Support critical incidents, recurring problem analysis and continuous improvement of IT operations.

Education: Bachelor's degree in Computer Science, Information Systems, or related field; Master's degree is a plus.;

Certifications: CompTIA A+, CompTIA Network+, Microsoft certification related to Windows client or endpoint administration, Microsoft 365 Fundamentals or equivalent Microsoft certification, ITIL Foundation, Vendor certifications related to desktop, printer or endpoint support.

Language skills: Azerbaijani and English languages (B1), Russian is a plus.

Mandatory Requirements

Minimum 2 years of corporate IT Helpdesk, Service Desk or Desktop Support experience.

Hands-on experience with Microsoft 365, Exchange, Active Directory, Windows endpoints and remote support tools.

Good knowledge of desktop/laptop hardware, operating systems, printers, scanners and office equipment.

Understanding of TCP/IP, IP addressing, DNS, DHCP, LAN, Wi-Fi and basic routing.

Experience with ticketing/ITSM systems, SLA processes, asset tracking and technical documentation.

Awareness of corporate cybersecurity principles, including phishing, malware, password hygiene and access control.

Ability to read technical documentation, logs and error messages in English.

Availability for on-site and occasional after-hours support when required.

Preferred Requirements

Experience in manufacturing, logistics, warehouse or multi-site environments.

Familiarity with Intune, MECM/SCCM, WSUS, EDR, MDM, VMware/Hyper-V, Zabbix or PRTG.

Experience supporting barcode scanners, label printers and other operational devices.

Basic PowerShell knowledge and familiarity with ITIL or ISO 27001.

Relevant certifications such as CompTIA A+, Network+, Microsoft or ITIL Foundation.

Key Competencies

Strong analytical and problem-solving skills.

Customer-focused communication with technical and non-technical users.

Ownership, reliability, teamwork and the ability to work under pressure.