About the job
Join AvePoint and Secure the Future!
AvePoint stands as a global front-runner in data management and governance, serving over 21,000 clients worldwide. Our innovative solutions empower digital workplaces across major platforms such as Microsoft, Google, and Salesforce, and are featured in over 100 cloud marketplaces. Join our community of over 3,500 channel partners, including managed service providers and systems integrators, and explore the possibilities at www.avepoint.com.
At AvePoint, we prioritize our people. Our dynamic culture fosters agility, passion, and teamwork, enabling you to influence your career trajectory, make a meaningful impact, and own your professional journey. Discover how you can unlock your potential with us!
About the Position
We are on the lookout for a skilled IT Help Desk Technician to deliver swift and effective technical support for computer systems. The successful candidate will exhibit exceptional technical expertise and possess strong communication skills to diagnose issues and articulate solutions clearly. A customer-focused approach and patience in handling challenging situations are essential.
Key Responsibilities
1. Technical Support and Troubleshooting
- Act as the primary point of contact for clients seeking technical support via phone or email.
- Deliver first-line support to new employees during their onboarding phase.
- Quickly identify and resolve IT-related issues to minimize disruptions.
- Conduct remote troubleshooting utilizing diagnostic techniques and strategic questioning.
- Evaluate the best solutions based on customer-reported issues.
- Collaborate with the IT support team for escalations and tracking of complex problems.
- Regularly follow up with clients, updating them on the status of their inquiries.
2. Employee Onboarding
- Oversee the IT onboarding process for new hires.
- Coordinate with HR and departmental managers to organize onboarding sessions.
- Ensure new hires have the required hardware, software, and access to systems prior to their start date.
- Conduct introductory IT orientation sessions to familiarize new employees with the company’s technological infrastructure, policies, and procedures.
- Identify and implement improvements in the onboarding and training programs to enhance efficiency and effectiveness.

