Technical Support Specialist
2 tygodni temu
User Support Specialist
We are seeking a skilled User Support Specialist to join our team at Arηs. As a key member of our support team, you will be responsible for providing high-quality technical assistance and support services to both internal and external users.
Key Responsibilities:
- Providing technical assistance and support services to users via various channels, including phone, email, and in-person support.
- Processing service requests and incidents, and escalating complex issues to domain-specific support lines as needed.
- Proposing workarounds, troubleshooting, and analyzing reported incidents to ensure timely resolution.
- Contributing to knowledge base development and support service improvement initiatives.
- Creating a positive customer experience through excellent communication and problem-solving skills.
Requirements:
- Bachelor's Degree plus a minimum of 5 years relevant professional experience.
- At least 2 years (full-time) experience at a similar position (tier 1, 2, 3).
- At least one of Microsoft, Cisco, or any Service Management certificate.
- Excellent understanding of complex information systems and their interoperability.
- Excellent knowledge of IT end-users infrastructure (workstations, printers, peripherals, etc.).
- Excellent knowledge of workstations' operating systems.
- Excellent knowledge of workstations' management services.
- Excellent knowledge of directory services.
- Excellent knowledge of TCP/IP networking and related services.
- Good knowledge of server's operating systems.
- Practical knowledge of ITIL, especially incident and request fulfillment processes.
Skills:
- Excellent communication skills (in written and verbal communication).
- Open-minded, excellent troubleshooting, analytical, and problem-solving skills.
- Very strong sense of responsibility.
- Accuracy and attention to details.
- Sense of tact and diplomacy.
- Friendly, supportive, and helpful personality with co-operative and service-oriented attitude.
- High level of initiative.
- Ability to work in stressful environments with minimal supervision.
- High level of motivation and initiative.
Specific Requirements:
- Experienced in providing high-quality technical assistance and support services for both internal and external users.
- Experienced in processing service requests and incidents.
- Able to identify workarounds, troubleshoot, and analyze reported incidents.
- Experience in developing and updating User Manuals, Guides, and Descriptions on using IT systems.
- Knows ITIL, especially incident and request fulfillment processes.
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