Level 1 Technical Support Specialist
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الوصف الوظيفي المهارات Maintain a professional and mature attitude toward customers at all times Provide telephone and chat support for Client first level support group Provide telephone support for network of colleges/ testing centres Provide telephone and desktop support for internal employees Serve as liaison between helpdesks within Americas, Asia Pacific (APAC) and Provide technical support to VUE’s customers in terms of installation, configuration and support of VUE Testing Systems software. Retain ownership of problems until resolved, or escalate to next level of support if not able to resolve the issue within the agreed time frame. Ensure that the highest service delivery is achieved, by meeting internal Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) Keep management informed of significant changes in performance of applications Look for opportunity to avoid operational trouble areas. Document procedures as necessary and submit knowledge base articles as needed. Utilize Knowledge base tools to effectively trouble shoot issue with minimal 2nd level support. Support of business continuity plan. Key Activities Prioritize workload based on urgency and impact to customers and the business Ensure superior customer service and technical support for internal and external customers of VUE applications Ensure accurate recording of helpdesk calls and chats using the company’s incident tracking systems Assist all software release activity for all parties impacted Support evaluation and implementation of new technologies Escalating to global teams for system support issues Work closely with other colleagues and teams to ensure proper process & procedures are followed Actively manage assigned tasks sites and internal teams in a timely manner Escalation of issues to Second Level teams when necessary. Essential Experience & Qualifications Fluent in both written and spoken English (Essential) Bachelors/Associate degree Excellent knowledge and technical experience in similar role in a customer focus environment with excellent telephony skills Excellent written and verbal communication skills General knowledge of internet communication and networking configurations and troubleshooting Must be able to actively demonstrate a logical and analytical approach to problem solving Effective time management Excellent customer service skills Experience and support of Microsoft Server/workstation operating systems Experience with supporting software applications via telephone and using remote tools Experience of supporting LAN/WAN/firewall/proxy connectivity related issues General knowledge of networking configurations and troubleshooting Quick learner and ability to adapt to new systems and operating environments. Previous experience of living and working in the location/region Desirable Experience & Qualifications Qualifications from Helpdesk Institute Certification in MS Technology or similar IT Certifications. Basic Knowledge of Cloud and Virtualization. Demonstrated documentation and training skills Ability to install/configure IT hardware/component would be advantageous. Working Arrangements Occasional travel may be required to support client requirements. Weekend/Weekday out of hours support requirement Monthly salary 18,000 AED Inclusive of allowances Medical insurance & UAE visa costs to employee and his/her dependents. تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/level-1-technical-support-specialist-3803567/ |
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