IT Support & Service Desk Administrator - Docler Holding

Unique, exciting, fun-loving, and fast-growing – Welcome to Docler Holding! Since launching in 2001, we have created products and experiences that entertain millions of people across the globe. We now serve more than 50 million users a day and are consistently amongst the top visited websites in the world with following in the millions!

Some of our top-ranking websites include:

-Livejasmin.com, a market leader in the live streaming industry

-Jasmin.com, a platform that helps people make authentic connections

-Oranum.com, a pioneer in the online spiritual space and the world’s biggest live spiritual site

The IT Support & Service Desk Administrator will provide outstanding service to Docler colleagues onsite or remotely, managing all forms of hardware and software support.

The role

• Fixing incidents with OLA (operating level agreement) conditions otherwise escalate it to the next level support
• Users support for any IT problem via any communication method (face-to-face, skype, phone, VoIP, IM, Email, JIRA Service Desk system) with high loyalty to the VIP consumers
• User accounts administration (Active Directory)
• Creation of software packages with SCCM for Windows and JAMF for Mac
• Maintain documentation (knowledge database) among the entire support team, keep it up to date, create Standard Operating Procedures
• Resolve backlog for incidents & SRs, report progress to end-users, and track root cause analysis
• Installation, configuration, operation, and maintenance of systems hardware and related infrastructure (amount of PCs – 350 +)/ troubleshooting (Windows 10, Mac)
• Carry out maintenance work of hardware and ensure that system hardware, operating systems work properly
• Keep hardware equipment inventory list up to date in database CMDB
• Systems and application software troubleshooting when necessary
• Video conferencing support - MS Teams & Logitech tap
• Writing User manuals for internal employees
• Maintain and support existing servers
• Participation in various IT projects
• Office’ IT Infrastructure maintenance
• Other senior management orders\assignments