About the Role

Snappshop is seeking a motivated and customer-focused IT Helpdesk Analyst to join our growing team. In this role, you will be the first point of contact for internal users (warehouse staff, CRM Team, etc.) experiencing technical difficulties. You will troubleshoot a wide range of IT issues, provide technical support, and escalate complex problems to senior IT personnel.

This role offers an excellent opportunity for someone with a passion for technology and a desire to work in a fast-paced e-commerce environment.

Responsibilities:

• Troubleshoot and resolve a variety of user-reported technical incidents related to hardware, software, network connectivity, and other IT related issues.
• Provide clear and concise technical guidance and support to internal users via phone, email, and ticketing system.
• Document technical issues, solutions, and escalations thoroughly and accurately.
• Research and identify root causes of problems to prevent recurrence.
• Escalate complex issues to senior IT personnel when necessary.
• Maintain a strong understanding of company policies and procedures related to IT services.
• Stay up-to-date on the latest technologies relevant to e-commerce operations.

Qualifications:

• Minimum 1 year of experience in a technical support role (or equivalent).
• Proven ability to troubleshoot and resolve a wide range of IT problems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a commitment to providing exceptional user experience.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Working knowledge of Windows and Mac operating systems.
• Experience working with Cisco switches, MikroTik routers, and P2P links.
• WLAN knowledge and experience with access points (like Cisco and Ubiquiti)
• Ability to work independently and as part of a team.
• Excellent organizational skills and the ability to prioritize tasks in a fast-paced environment.

Nice to have:

• Experience in an e-commerce environment.
• Knowledge of VOIP Softwares (e.g., Ring).
• Strong analytical and problem-solving skills.
• Ability to learn new technologies quickly.