IT Helpdesk Technician

About the role

BlueCat is looking for a proactive, customer‑focused Helpdesk Technician to join its IT team in the Belgrade office. You will be the first point of contact for employees, delivering both in‑person and remote technical assistance.

Key responsibilities

• Serve as the primary contact for IT support requests via ticketing system, messaging platforms, and video calls.
• Troubleshoot hardware, software, and connectivity issues using standard diagnostic methods.
• Manage and maintain IT assets such as Windows and Apple laptops, printers, user accounts, and documentation.
• Install, configure, and upgrade operating systems (Windows, macOS, Linux) and third‑party applications, including Microsoft 365.
• Support and maintain VMware vSphere ESXi 7 environments.
• Prioritize tickets based on severity, urgency, and business impact, and escalate unresolved issues.
• Maintain accurate ticket updates, detailed documentation, and professional communication.
• Assist with hardware and service procurement in collaboration with the Senior Infrastructure Manager.

Required profile

• Relevant university degree, college diploma, or equivalent practical experience.
• Strong knowledge of Windows 10/11, macOS, Linux, and Microsoft 365.
• Basic understanding of IT troubleshooting methodologies.
• Excellent communication skills in English and a professional, patient attitude.
• Willingness to learn, grow within the IT organization, and pursue technical certifications.

Required skills

• Microsoft Windows 10/11
• Apple macOS
• Linux operating systems
• Microsoft 365
• VMware vSphere ESXi 7