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Job Description
- As a Support Agent, you’re accountable to ensure proper computer operation so that end users can accomplish business tasks.
- This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations.
Key Accountabilities:
- Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules
- Open tickets based on received phone calls, emails, live chat or fax
- Monitor and track ticket system, email system, phone, live chat and fax for incoming Incidents and Requests
- Enrich tickets with additional information if required and/or needed
- Keeping customers informed on request status and progress till closure
- Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them.
- Solve incidents based on knowledge
- Pro-active monitoring of systems and services provided by the company
- Performance of permanent activities for the monitoring of the incident process.
- Active support of the service processes by pro-active handling
- Support of the technical departments in the use of the service support processes.
- Working in shift bases available 24/7
- Ensure continuous monitoring and forward movement of customer issues until they are resolved.
- Monitoring and Improvement of quality of service
- Act as a team member that contributes to solutions and customer satisfaction.
- Documentation of all types of handling steps, also on demand for the technical departments.
Job Requirements
Technical Skills/Professional Expertise:
- You are required to have a solid background of Linux system administration, Windows administration, Virtualization (KVM), and Shell Scripting.
• Qualification / Experience:
- B.Sc. in Computer Engineering or Computer Science
- 1 / 3 years IT experience (Familiar with Service Desk/Helpdesk support field)
- Fluent written and spoken English IS A MUST
- Solid Linux/Windows/Network background IS A MUST
- Organized for working in a global cooperative team environment.
Technical Skills:
- Strong troubleshooting skills
- Solid Background in both Windows/Linux based operating systems.
- Networking Support Knowledge (TCP/IP), analysis of network problems (LAN/WAN)
- Solid Knowledge in Kernel Visualization (KVM), DRBD and Corosync.
- Familiar with Shell Scripting and Python (is plus)
- Backend Software support Knowledge (Mailing Systems, Outlook, Active Directory and web applications. etc...)
- Database systems knowledge is preferred.
- Knowledge of scripting
• Personal skills:
- Excellent communication skills and presentation skills.
- Strong Conversational English skill both oral and written
- Self-motivated, detail-oriented
- Willing to work on shift basis
- Excellent problem solving and analytical skills.
- Unconditional provision of services
- Good understanding of the global cooperative team environment
- Working under stress, Dynamic and Customer oriented
- Acts as a Team player