Desk Specialist

Avicena is a privately held company developingmicro

LEDbased ultra-low power high bandwidth interconnects for chip-to-chip communications. This technology will revolutionize High-Performance (HPC) and Cloud computing, as well as other industries where low power interconnects are critical like camera sensors, autonomous vehicles, and aerospace.

Avicenais headquartered in Sunnyvale, California with a development center in Edinburgh, Scotland. The company was founded in 2019 by leading technologists from the optical networking industry witha track recordof delivering breakthrough products. ((Use the "Apply for this Job" box below). )

We areseekinga responsible and technically skilled

Helpdesk

Support Technician to join our team. The ideal candidate will have a passion for troubleshooting, a solid understanding of Windows 11,Microsoft
365, and a working knowledge of TCP/IP. You willbe responsible for providing application support,assistingusers with technical issues, managing hardware support, and ensuring tasks are handled ina timelyand efficient manner. This role also requires providing after-hours support andmaintaininghigh levelsof customer satisfaction through exceptional service delivery.

• Provide remote support to end-users via phone, email, or chat, ensuring timely and effective resolution of technical issues.
• Troubleshoot and resolve hardware issues, including desktops, laptops, printers, network multifunction copiers, and peripheral devices.
• Provide support for Windows 11, and Microsoft 365 environments, troubleshooting software and system-related issues.
• Microsoft Outlook, Word, PowerPoint, SharePoint, and One Drive
• Offer application support for various software programs and internal tools.
• Utilize ticketing systems to log, track, and manage technical support requests.
• Maintain a thorough understanding of TCP/IP networking, helping to diagnose and resolve connectivity issues.
• Install applications, troubleshoot user issues,
• Collaborate with team members to address complex issues and elevate as necessary.
• Provide after-hours support or holiday support as required and participate in the on-call to support critical issues.
• Demonstrate a willingness to learn new technologies and processes, improving technical expertise and service delivery.

• Minimum of 2 years of experience inhelpdeskand user support roles.
• Strong technical knowledge of Windows 11, and Microsoft 365.
• Experience providing hardware support for desktops, laptops, printers, network multifunction copiers, and peripherals.
• Working knowledge of TCP/IP and general networking principles.
• Experience with DNS, DHCP, PING, Drive Mapping, Network connections.
• Proven ability to troubleshoot technical issues and provide timely resolutions.
• Good communication skills, both verbal and written, with a focus on clear and concise customer interactions.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
• Familiarity with SSO and MFA.

• Experience with remote desktop tools and remote support software.
• Basic knowledge of Windows servers management.
• Experience with Active Directory is preferred.
• Degree in Computer Science or Information Technology is preferred.

The pay range for this role is:

60,000 - 75,000 USD per year (Sunnyvale)