Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Purpose of the job:
- Act as the Second line of providing Technical Support to end-users and solving unresolved tickets from Tier 1
Duties & Tasks:
- Manage & provide the technical support to the Tier-1 support team
- Responsible to provide the technical support for support the Tier-1 support during the malfunction requires the second level of troubleshooting
- Investigate Issues routed from L1 and identify the sources of issues and escalate the issue to the concerned stakeholders.
- Test Issues marked as resolved by the concerned stakeholders
- Identify issues of type change
- Identify issues of type existing problem
- Responsible for Problem Identification Activities
- Responsible for Problem Control Activities
- Responsible for Error Control Activities
Job Requirements
Academic/Educational:
- B.Sc. Information System or equivalent.
Relevant Experience:
- At least 2-3 years of IT field and recommended ITI or NTI Diploma
- Previous work experience with Technical Support and Issue resolution is preferred
Competencies :
- Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
- Optimal installation configurations in a complex network environment.
- Strong written and verbal communication skills.
- Must have the ability to establish rapport and motivate associates at all levels in an effective manner
- Must have the ability to manage multiple tasks simultaneously
- Self-motivated and desire to succeed
- Must have strong organizational skills
