Level I Support IT

Employer: Vauban GFI
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Pitesti
  • nationwide
    Updated at: 14.10.2020
    Short company description

    Vauban joined the GFI Group at the beginning of January 2019. With more than 450 consultants in Romania, Vauban is a leading provider of IT services and innovative applications. Created in 2007, the company has experienced strong growth and has established itself as a reference partner for key accounts in the Banking, Telecom, Industry and Energy sectors.


    The helpdesk operator’s main purpose is to provide a first-line support to end users who face problems with computer software and hardware. He / She is the first point of contact for all IT and communication issues within the organization. The help desk operator determines the source of the problem, troubleshoots and provides appropriate solutions to problems.
    The Help Desk Operator is always present to guide one through any technical challenge, with professionalism and responsibility and provide optimal solutions.
    The role requires the person to serve also as a connection between users and other departments within the company.


    • Provide technical assistance and support for incoming queries and issues related to computer systems
    • Respond to queries either through the designated applications or over the phone
    • Ask questions to determine nature of problem
    • Walk internal customers through problem-solving process
    • Advise users on appropriate action
    • Install, modify, and repair computer software
    • Follow up with customers to ensure complete resolution of issues
    • Gain feedback from customers about solution offered /problems encountered and take proper actions / make proper information within the team and to the management
    • Follow internal standard help desk procedures
    • Log all help desk interactions
    • Redirect problems to correct responsible parties
    • Identify and escalate situations requiring urgent attention
    • Track and route problems and requests and document resolutions
    • Prepare activity reports
    • Inform management of recurring problems
    • Stay current with system information, changes and updates
    • Train other staff members on troubleshooting and diagnosing problems
    • Train new staff members
    • Actively participate in improving internal processes and procedures
    • Write, edit, and revise training manuals for new and updated software and hardware
    • Use own initiative and operate under a minimum of supervision for internal effectiveness
    • Have a positive approach to additional tasks on an as-needed basis

    Other info

    • At least 1-year work experience in a similar job
    • Working knowledge of fundamental operations of relevant software, hardware and other equipment
    • Experience researching, analyzing and interpreting automated system problems
    • Knowledge of help desk applications
    • Knowledge and experience of customer service practices
    • Related experience and training in troubleshooting and providing help desk support
    • Have a working knowledge of computer operating systems
    • Knowledge of computer software
    • Advanced English level