Key Responsibilities

• Act as the first point of contact for client technical issues via helpdesk, email, and phone.
• Log, manage, and resolve support tickets using our helpdesk/ticketing system.
• Perform basic troubleshooting of hardware, software, and network issues.
• Communicate clearly and effectively with clients to understand their problems and guide them toward solutions.
• Follow up on open issues to ensure timely resolution and customer satisfaction.
• Escalate more complex issues to second-line or specialist support teams where necessary.
• Maintain accurate documentation of issues, resolutions, and procedures.
• Assist with onboarding/offboarding tasks such as user account setup, password resets, and software installations.
• Occasionally work on-site at client premises to resolve issues or assist with projects.
• Bonus: Assist in administering and supporting Office 365 environments (user management, email setup, Teams/SharePoint troubleshooting, etc.).

Requirements

Must-Haves:

• Proficiency in Maltese and English, both spoken and written.
• Basic understanding of desktop operating systems (e.g., Windows 10/11, macOS).
• Customer-facing communication skills with a proactive, helpful attitude.
• Strong problem-solving and critical-thinking abilities.
• Willingness to travel to client sites across Malta.
• Ability to work independently and as part of a support team.

Nice-to-Haves:

• Core hours based in our Swatar office with occasional on-site support at client locations.
• Remote work available based on team scheduling and management approval.
• You will report to our Technical Operations Manager and collaborate with other support and infrastructure staff.