IT Technical Support Expert

1 week ago

Muscat, Muscat, Oman beBee Careers Full time
Technical Support Specialist

Job Summary: The Technical Support Specialist serves as the first point of contact for technical support requests, providing timely assistance to resolve hardware, software, and network-related issues. This role is critical in ensuring seamless operations across the organization by troubleshooting problems, managing support tickets, and delivering excellent customer service to both internal teams and external clients.

In this role, you will be responsible for responding to helpdesk inquiries via phone, email, or ticketing systems, providing solutions to technical problems related to hardware, software, and network connectivity. You will also diagnose and resolve technical issues, escalating complex cases to higher-level support or specialized teams as necessary. Additionally, you will create, track, and close support tickets in the helpdesk system, ensuring timely updates and resolutions.

Key Responsibilities:
  • •
Ticket Management: Create, track, and close support tickets in the helpdesk system, ensuring timely updates and resolutions.
  • •
Troubleshooting and Resolution: Diagnose and resolve technical issues, escalating complex cases to higher-level support or specialized teams as necessary.
  • •
User Training: Assist employees with the use of software, tools, and systems by providing guidance and training as needed.
  • •
Documentation: Maintain accurate records of issues, resolutions, and processes to ensure a robust knowledge base for the team.
  • •
Collaboration: Work closely with the Helpdesk Supervisor and IT teams to improve support workflows and implement best practices.
  • •
Performance Monitoring: Monitor the performance of systems and applications, reporting recurring issues or potential improvements to the supervisor.
Requirements:

Education: Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience: 0 - 3 years of experience in a helpdesk, technical support or any similar role.

Technical Skills:
  • • Proficiency in using helpdesk ticketing systems (e.g., Jira Service Desk, Zendesk).
  • • Knowledge of operating systems (Windows, macOS, Linux) and office productivity software (e.g., Microsoft Office 365).
  • • Basic understanding of networking principles (e.g., TCP/IP, VPNs, Wi-Fi).

Soft Skills:

  • • Excellent communication and interpersonal skills to interact effectively with users of varying technical expertise.
  • • Strong organizational skills with attention to detail.
  • • Ability to work under pressure and prioritize tasks effectively.

Preferred Qualifications:

  • • Experience in supporting Oracle EBS, Hyperion financial modules.
  • • Finance and accounting knowledge.
  • • Familiarity with remote support tools (e.g., TeamViewer, AnyDesk).

Key Performance Indicators (KPIs):

  • • Average response and resolution time for support tickets.
  • • User satisfaction scores from feedback surveys.
  • • Number of tickets resolved on the first attempt (First Call Resolution).
  • • Reduction in recurring technical issues over time.
  • • Contribution to improving internal documentation and processes.

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