Managed Service Desk Associate

il y a 1 semaine

Mkalles Center Beirut Governorate Beirut Lebanon EXEO Temps plein

EXEO is a multi-specialist Managed Services Cloud and Cybersecurity Provider founded in Its mission is to guide clients on adopting digital services to run and scale their businesses securely, specializing in securing and managing hybrid workloads in Cloud environments. With headquarters in Paris and branches in Beirut and Dubai, Exeo offers 24/7 managed services to clients in 16 countries and is dedicated to detecting and preventing threats and anomalies to ensure safe and secure operations.
The driving force behind our daily work at EXEO is Excellence, Creativity, Humanity, Reliability, and Integrity.
Read more about us:  
Join our team as a Managed Service Desk Associate Your responsibilities will include:
  • Handle cloud, networking, or security incidents, ensuring timely resolution.
  • Take ownership of customer incidents and requests, and proactively support users.
  • Solve assigned tickets according to internal escalation processes and SLAs, maintaining updates and documentation.
  • Provide training and advice to users on computer equipment.
  • Communicate case progress and sensitive information tactfully, and escalate issues to the Team Leader or concerned parties when necessary.
  • Perform daily system checks, document any software or hardware issues, and produce regular reports on clients' systems.
  • Maintain logs and update calls on the service desk system.
  • Coordinate with the Team Leader on escalations and report any breaches in client/partner maintenance agreements.
  • Manage and maintain support tools and assets, and document work in EXEO's online tools.
  • Engage in specialized training to further develop skills as required by the company.
Required Qualifications:
  • Passion for delivering excellent client service with strong communication and teamwork abilities.
  • Organized, detail-oriented, and capable of multi-tasking in a fast-paced environment.
  • Strong research, analytical, and technical problem-solving skills.
  • Familiarity with Remote Management and Monitoring (RMM) and Professional Service Automation (PSA) tools.
  • Strong knowledge of systems, networking, and communications.
  • Intellectual curiosity, learning eagerness, and commitment to knowledge development and certification programs.
  • Dynamic, creative, proactive, and flexible with a commitment to deliverables.
  • Support all EXEO projects and services, including on-premise and cloud infrastructures.
  • Availability for interventions outside regular working hours, including business and non-business days.
  • Required to work in a 24x7 shift rotation, covering evenings, overnight, and weekends.
  • Extra shifts and on-call hours are compensated separately.
  • Bachelor's degree in Information Technology.
  • Experience: 2-3 years
  • Proficiency in French and English.

Join us in shaping the future of cloud services and making an impact with EXEO

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