Technical Support Specialist

Our global delivery center is a diverse team, and we are looking for IT engineers and IT enthusiasts to manage our technical support operations and provide first line support with high-quality standard to our Global Clients. Hybrid flexible work models applied on shift rotation on a 24/7 basis.

Responsibilities

• Handle calls, e-mails, webchats, and other contacts within the service level agreement.
• Manage Intelligent Service Center activities through gathering business information from the user, logging properly Incidents and service requests in relevant ticketing tool.
  
• Diagnose, Troubleshoot, and resolve user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary.
  
• Monitor ticketing tool queue.
  
• Consult high priority issues with Incident Manager.
  
• Proactive E2E ownership/monitoring.
  
• Efficient use of tools including automation tools.
  

What we offer:

• Competitive job offer.
  
• Growth opportunity.
  
• Permanent opportunity.
  
• Amazing office facility.
  
• Flexible working conditions.
  

Qualifications:

• Bachelor of computer science or any relevant studies.
  
• A minimum of 1 years of relevant Tech support or Offshore contact center experience.
  
• Outstanding English communication both verbal and non-verbal.
  
• Good IT knowledge (Operating systems, applications, printers, Microsoft Office / O365) is essential.
  
• Good IT Service management tools understanding.
  
• Excellent Problem solving skills.
  
• ITIL V4 knowledge is advantageous.
  
• Automation skills are a big plus.