Information Technology Technical Support

2 days ago

Muscat, Muscat, Oman Infoline Full time

Job Title: IT Support Agent

Contract Duration: One Year Extendable

Role / Responsibility

  • Log in the tickets received from the AIVS end-users .
  • Assign ticket priority, urgency, Category, and other details that are mentioned in the signed agreement clauses
  • Be aware of SLAs, as per the agreement
  • Address AIVS users' tickets regarding software, and networking.
  • Diagnoses and troubleshoot issues, including account setup and software configuration, etc.
  • Must be aware of the functionality of the AIVS system and its workflow.
  • Be able to conduct root cause analysis of the reported issue through asking customers targeted questions
  • Report issues in the support ticket tool by adding adequate description
  • Immediate closure of the ticket after resolution
  • Must understand the full support workflow
  • Provide prompt and accurate feedback to AIVS end-users
  • Schedule sessions with AIVS end-users in case further information is needed to resolve the issue
  • Prepare and submit the reports, as per agreement
  • Prepare reports as requested by management
  • Conduct monthly and quarterly reviews of the support process, performance and address any challenges faced, as per management request
  • Keep a record (up-to-date) on the focal points , Create, Project companies and any other user using the system
  • Follow up with AIVS users to ensure their IT systems are fully functional after troubleshooting
  • Escalating unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary
  • Guide end-user, when requested, to follow AIVS Process, explain a functionality/requirements.

Skills and Experience

  • 4+Years Web Application and mobile Support Experience
  • MIS and reporting
  • Must understand how to qualify tickets and provide as first call resolution (FCR).
  • Excellent problem-solving skills and documentation skills
  • Proven customer service skills
  • Excellent in Troubleshooting
  • Advanced experience in Microsoft Office
  • to Familiar with Information Technology - Software Development
  • ERP, CRM
  • Mobile applications, Power BI
  • Oracle , UI Path
  • Good communication skills (verbal and written)
  • Able to work within a 24x7 support environment (in case of any urgency for Ticket resolution.
  • Location Muscat Governance
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