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Job Description
SLA Management and Technical Support:
- Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s.
- Research, diagnose, troubleshoot and identify solutions to resolve customer reported issues.
- To provide staff and clients with server support and general maintenance.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Compliance for following standard internal process and tools.
KPIs (Key Performance Indicators)
1- SLA Targets Compliance.
2- Customer Survey evaluation.
3- Internal Process Compliance.
Communication and Reporting
- To provide external client support via telephone, email and site visits when needed.
- Provide prompt and accurate feedback to customers.
- Efficiently communicate and report issues to Account Manager / Project Manager and technical team.
- Generating open tickets status report.
- Ensure proper recording and closure of all customer reported issues.
- Provide Product Knowledge, Guidance and Support when needed.
KPIs (Key Performance Indicators)
1- First call response / resolution time.
2- Ticketing status reporting on time, with proper visibility levels.
3- Proper escalation of blocking issues.
Job Requirements
Soft Skills
- Good work ethics.
- Good English language.
- Good customer handling skills.
- Strong problem solving.
- Strong analytical skills.
- Team player with excellent team spirit.
General Technical Skills
- Possessing specialist knowledge of operating systems, devices, applications, and software.
- Providing technical support to clients, and to teams within the organization when required.
- Assisting with systems integrations.
- Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.
- Maintaining and updating technical documents and procedures.
- Identifying and resolving technical issues.
- Managing coordination at a local and international level where required.
- Firm Grasp of Structured Query Language (SQL).
- Up-to-date knowledge of scripting, coding and application software.
- Working Knowledge of IT Hardware and Software.
- Ability to learn and master employer-specific software.
- Complex problem solving.
- Good Knowledge of using Performance Monitor to view general Performance data or to
- Monitoring our system performance metrics.
- Establishing the root causes of application errors and communicate application vendor for 2nd line support.
- Ability to diagnose & address application issues and resolve basic technical issues.
- Microsoft Windows O.S s experience and Good experience of Windows server trouble shooting.
- Good Working experience of Microsoft Windows firewall and its configuration.
- Good knowledge of the basic configuration of trended Antiviruses applications.
- Microsoft SQL Server knowledge (relationships, tables, fields, queries, etc...).
- Good Knowledge of using Performance Monitor to view performance data.
- In depth understanding of Softec portfolio of products and services including different HW
equipment’s used by customers. - Good Working experience of IIS, Domain, Active Directory, DNS, DHCP, Win-Services, Exchange and File Servers.
- Good knowledge of basic network configuration, network security concepts, network troubleshoot (ping, telnet, tracer, etc...).
- Linux knowledge is an advantage.
- Willing to work off-hours and weekends when required for projects or emergency support.
