WHO ARE WE?

Afiniti is the world’s leading applied artificial intelligence and advanced analytics provider. Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behaviour, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world and has measurably driven billions of dollars in incremental value for our clients.

PURPOSE

We are looking for a competent bi-lingual (English & Romanian) IT Support Specialist to provide fast and useful technical assistance on computer systems including Windows, macOS and Linux OS. You will answer queries on basic technical issues and offer advice to solve them or escalate them to the relevant team.

Serving as the first point of contact for Afiniti employees seeking technical assistance over the phone, Chat and email performing remote troubleshooting using reImote tools. Determining the best solution based on the issue and details provided by the end user by following IT Support SOP.

KEY RESPONSIBILITIES

Serve as the first point of contact for the Afiniti employees seeking technical assistance over the phone, email and chat
Installing and configuring computer hardware, software, systems, networks, printers and scanners, operating systems and applications
Monitoring and maintaining computer systems and networks
Responding in a timely manner to service issues and requests
Providing technical support across the company (this may be in person or over the phone)
Setting up accounts for new users
Repairing and replacing equipment as necessary
Testing new technology
Monitor and maintain computer systems and networks
Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Provide support, including procedural documentation and relevant reports
Follow diagrams and written instructions to repair a fault or set up a system
Support the roll-out of new applications
Set up new users' accounts and profiles and deal with password issues
Respond within agreed time limits to call-outs
Work continuously on a task until completion (or referral to third parties, if appropriate)
Priorities and manage many open cases at one time
A good understanding of IP Telephone Systems
Rapidly establish a good working relationship with customers and other professionals, such as software developers
Test and evaluate new technology
Conduct electrical safety checks on computer equipment.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided.
Forward unresolved issues to the next level of support personnel.
Record events and problems and their resolution in logs (Ticketing system)
Pass on any feedback or suggestions by end user to the appropriate internal team
Identify and suggest possible improvements on procedures

YOU WILL HAVE

7+ years’ relative work experience
Working knowledge of Windows and macOS operating systems
Understanding and basic knowledge of common end-user hardware (laptops, keyboards, printers, VoIP devices, mobile devices, USB devices, etc.)
Working knowledge and experience of common, corporate productivity applications (e.g. Microsoft Office)
Functional knowledge and basic installation and troubleshooting skills
Good English communication skills (verbal and written)
Experience with virtual desktop environments is a plus
Ability to diagnose and resolve basic technical issues
Customer-oriented and cool-temperament

EDUCATION & QUALIFICATIONS

Bachelor’s Degree in Engineering, Computer Science or Mathematics.

SALARY & PACKAGE

As well as a competitive base salary dependent on the number of years of experience, we also offer generous stock options, an annual discretionary bonus plus Corporate benefits.

We believe that richness in diversity is a huge asset for Afiniti. We value both the similarities and differences in everyone who is a part of the Afiniti team. We believe that this diversity builds a stronger organization and is in keeping with the core values of our company. Our policy, therefore, is to provide equal employment opportunities for all applicants and employees without regard to race, color, religion, sex (including pregnancy, childbirth, related medical conditions, breastfeeding or reproductive health decisions), gender identity or expression, national origin, age, marital status, ancestry, physical or mental disability, sexual orientation, personal appearance, genetic information, family responsibilities, matriculation, political affiliation, military or veteran status, or any other category protected under applicable federal, state or local law. This means that we comply with all applicable human rights and employment legislation, and we do not discriminate in any aspect of employment, including recruiting, hiring, compensation, promotions, reductions in force, or terminations.

Based on the role and function at Afiniti, you may have the opportunity to work remotely!

If your role allows you to work remotely, you will have opportunities to travel to an Afiniti office for key moments throughout the year, but the amount of expected travel will depend on your role and team.

Join us on our journey