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.