IT Support Professional

6 days ago

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

The role of a Technical Support Specialist is crucial in ensuring seamless operations across various teams by troubleshooting problems, managing support tickets, and delivering excellent customer service to both internal teams and external clients.

This position serves as the first point of contact for technical support requests, providing timely assistance to resolve hardware, software, and network-related issues.

Key Responsibilities:

  • Respond to helpdesk inquiries via phone, email, or ticketing systems, providing solutions to technical problems related to hardware, software, and network connectivity.
  • Diagnose and resolve technical issues, escalating complex cases to higher-level support or specialized teams as necessary.
  • Create, track, and close support tickets in the helpdesk system, ensuring timely updates and resolutions.
  • Ticket escalation: Perform L2, L3, and L4 support ticket escalation with defined SLA-based resolution workflows. Leverage an intelligent ticket management system to categorize, prioritize, and route tickets to the appropriate support levels.
  • Assist employees with the use of software, tools, and systems by providing guidance and training as needed.
  • Maintain accurate records of issues, resolutions, and processes to ensure a robust knowledge base for the team.
  • Collaborate closely with IT teams to improve support workflows and implement best practices.
  • Monitor the performance of systems and applications, reporting recurring issues or potential improvements to the supervisor.

Qualifications:

  • Degree in Information Technology, Computer Science, or a related field.
  • 0-3 years of experience in a helpdesk, technical support, or similar role.
  • Familiarity with troubleshooting hardware, software, and network issues.

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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