Information Technology Technical Support

4 weeks ago

Muscat, Muscat, Oman Infoline Full time

Job Title: IT Support Agent

Contract Duration: One Year Extendable

Role / Responsibility

  • Log tickets received from AIVS end-users.
  • Assign ticket priority, urgency, category, and other details as per signed agreement clauses.
  • Be aware of SLAs outlined in the agreement.
  • Address AIVS users' tickets related to software and networking issues.
  • Diagnose and troubleshoot issues, including account setup and software configuration.
  • Understand the functionality of the AIVS system and its workflow.
  • Conduct root cause analysis by asking targeted questions to customers.
  • Report issues in the support ticket tool with adequate descriptions.
  • Close tickets immediately after resolution.
  • Understand the full support workflow.
  • Provide prompt and accurate feedback to AIVS end-users.
  • Schedule sessions with end-users for further information if needed.
  • Prepare and submit reports as per agreement and management requests.
  • Conduct monthly and quarterly reviews of support processes and performance.
  • Maintain up-to-date records of focal points, project companies, and users.
  • Follow up to ensure IT systems are fully functional post-troubleshooting.
  • Escalate unresolved or complex issues to higher support tiers (L2 or L3) when necessary.
  • Guide end-users on AIVS processes and functionalities.

Skills and Experience

  • 4+ years of web application and mobile support experience.
  • Experience with MIS and reporting.
  • Ability to qualify tickets and achieve first call resolution (FCR).
  • Excellent problem-solving and documentation skills.
  • Proven customer service skills.
  • Strong troubleshooting skills.
  • Advanced proficiency in Microsoft Office.
  • Knowledge of IT, including software development.
  • Experience with ERP, CRM, mobile applications, Power BI, Oracle, UI Path.
  • Good verbal and written communication skills.
  • Ability to work in a 24x7 support environment during urgent situations.
  • Location: Muscat Governance.
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