Help Desk - PassportCard

PassportCard Labs is where innovation meets impact. As the technological powerhouse behind PassportCard, we design and build cutting-edge solutions that revolutionize the insurance industry. Whether it's real-time claims payments or predictive analytics, our Labs team is at the forefront of driving change and shaping the future of insurance. Ready to innovate with us?

PassportCard Labs is looking for an experienced Technical Support Specialist for internal user support.

The role includes fast, effective handling of technical issues alongside maintaining a high standard of service. We're looking for a candidate with strong technical ability combined with advanced customer service skills, ready to join a dynamic and innovative work environment.

Responsibilities:

• Providing front-line support to internal users: diagnosing and quickly resolving hardware, software, and network issues.
• Diagnosing and troubleshooting technical problems: identifying root causes, resolving technical issues, and giving users clear, concise explanations.
• Managing tickets and documenting issues: logging and documenting service tickets in a ticketing system to support tracking and process improvement.
• Collaborating with technical teams: escalating complex issues to additional technical teams in an organized way, while keeping the user continuously updated.

Requirements:

• Proven experience in a technical support role and knowledge of Active Directory – required.
• In-depth knowledge of operating systems (Windows, macOS) and Exchange Online.
• Experience working with ticketing/service management systems (such as ServiceNow, Jira) – an advantage.
• Strong communication skills for conveying technical information clearly and accessibly.
• Strong problem-solving skills and the ability to perform under pressure.
• Openness to learning new technologies.

Nice to have:

• Knowledge and understanding of networking and information security.
• Experience working with virtualization systems (such as VMware, Hyper-V).
• High-level English.