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Job Description
Roles & Responsibilities
- Provide 2nd line technical support queries professionally and efficiently maintain a high degree of customer service.
- Communicate updates to requests in a timely manner.
- Communicate using set of professional templates.
- Prepare FAQ for repetitive cases to ensure that all SLA’s are met.
- Work effectively and productively with 3rd line support.
- Take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site.
- To document all interactions using ticketing system.
- Document root cause analysis of all issues
- Produce statistics bi-weekly on support situation.
- Maintain user security on all systems.
- Supporting users by providing necessary training and advice.
- Maintain and administer the ticketing system
- Test fixes before being deployed
- Organize code in projects related repositories
- Follow development best practices
Job Requirements
- A bachelor's degree (computer science, engineering, preferred)
- 0-1 years of relevant experience.
- Java Knowledge.
- OOP Principles knowledge.
- Database Knowledge.
- PHP, javascript (nodejs) is a plus