IT Support Expert

3 days ago

Muscat, Muscat, Oman beBeeItSupport Full time 40,000 - 70,000

Job Title: IT Support Specialist

We are seeking a highly skilled IT support specialist to join our team. This role involves providing technical assistance and troubleshooting services to end-users.

Key Responsibilities:

  • Login tickets received from end-users and assign priority, urgency, category, and other details as required.
  • Aware of SLAs and ensure that issues are resolved within agreed timelines.
  • Diagnose and troubleshoot software, networking, and account setup issues.
  • Conduct root cause analysis and report issues in the support ticket tool.
  • Closure of tickets after resolution.
  • Understand the full support workflow and provide prompt and accurate feedback to end-users.
  • Schedule sessions with end-users for further information if required.
  • Prepare and submit reports as per agreement.
  • Conduct monthly and quarterly reviews of the support process and performance.
  • Keep records of focal points, project companies, and users using the system.
  • Follow up with end-users to ensure their IT systems are fully functional.
  • Escalate unresolved issues or complex problems to higher-level support tiers when necessary.

Required Skills and Qualifications:

  • 4+ years of web application and mobile support experience.
  • MIS and reporting skills.
  • Ability to qualify tickets and provide first-call resolution.
  • Excellent problem-solving and documentation skills.
  • Proven customer service skills.
  • Advanced experience in Microsoft Office.
  • Familiarity with Information Technology - Software Development.
  • ERP, CRM, mobile applications, and Power BI experience.
  • Good communication skills (verbal and written).
  • Able to work within a 24x7 support environment.

Benefits:

  • Opportunity to work with a dynamic team.
  • Chance to develop your technical skills.
  • Competitive compensation package.

Others:

  • Able to work in a fast-paced environment.
  • Able to adapt to changing priorities.

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