Helpdesk Agent

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Sembi

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2023

☁️ SaaS

🔐 Security

🤝 B2B

SaaS • Security • B2B

Sembi is a B2B SaaS provider delivering a unified portfolio of software quality and security tools. It offers test management, automation, reporting, and AI-driven test optimization (TestRail, Xray, Testmo, Ranorex, Xporter, DesignWise) alongside application security and code-analysis solutions (PreEmptive, Kiuwan). Sembi focuses on ease of use, scalability, and enterprise-grade support to help development and QA teams improve quality, strengthen security, and accelerate product delivery.

📋 Description

• Monitor and resolve tickets in the helpdesk queue with accuracy and urgency. • Prepare laptops, peripherals, accounts, and access for new employees. • Configure hardware, install required applications, and ensure proper connectivity. • Enroll, manage, and troubleshoot devices using mobile device management (MDM) platforms such as Intune or Google Workspace. • Install, configure, update, and troubleshoot business applications and endpoint software. • Develop and maintain clear, accurate documentation for processes, troubleshooting steps, onboarding, and system usage. • Support Microsoft 365 environments. • Support Google Workspace applications including Gmail, Drive, Meet, and Calendar. • Diagnose and resolve hardware, software, networking, and account issues. • Deliver empathetic, clear, and solution-focused customer service. • Collaborate with IT team members to escalate issues and improve processes. • Coordinate shipment, return, tracking, and inventory management of company hardware assets. • Deploy and manage operating system, application, and security updates on endpoint devices. • Participate in daily standups with an agile team.

🎯 Requirements

• Proven technical troubleshooting experience supporting Windows and ChromeOS environments. • Hands-on experience with Mobile Device Management (MDM) platforms, including Microsoft Intune or similar solutions. • Experience supporting and troubleshooting Windows, macOS, Android, and iOS devices. • Strong knowledge of business applications, SaaS platforms, and end-user software support. • Experience administering and supporting Microsoft 365 and Google Workspace environments. • Familiarity with identity and access management solutions, including Okta. • Experience working with ticketing and service management platforms such as Jira Service Management or similar tools. • Understanding of fundamental networking concepts, including DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting. • Ability to create, maintain, and improve technical documentation, knowledge base articles, and end-user guides. • Strong customer service skills with a user-focused and solution-oriented approach. • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users. • Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment. • Collaborative team player with a positive attitude and willingness to support colleagues and contribute to continuous improvement initiatives.

🏖️ Benefits

• N/A