First Line Specialist
vakansiya — 2025

Responsibilities:

• Receive and Response to users inquiries via call/e-mail with prompt, accurate, and courteous replies.
• Logging and Tracking the details of users requests and problems as tickets.
• Identify the types, categories, severity, and urgency of the ticket.
• Provide technical/non-technical phone/e-mail support to users.
• Provide remote support and/or remote maintenance users.
• Control and follow up users tickets in order to comply with Procedures.
• Act as a further escalation point for unresolved or escalated calls;
• Route users tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
• Escalate the ticket to Supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
• Provide report to Supervisor upon requests.
• Maintain and/or Update users information in the Service Desk System.
• Participate and assist in driving knowledge management process.

Requirements:

• Windows 7,8 & 10 Administration & Support
• Active Directory Administration, new user setups (User Accounts, O365 Mailboxes)
• Basic Networking knowledge covering Local Area Networks, Switches & VLan’s
• Strong communication and customer service skills.
• Ability to quickly learn new applications and technologies
• Able to install, configure, upgrade and relocate PC hardware, software and print devices.
• Experience of Windows XP, Vista, 7, 8, 10, Office 2003 – 2016 problem solving.
• Experience of PC hardware troubleshooting and problem solving.
• Microsoft Office 365 experience an advantage.
• Basic Administration of Exchange Server and mobile email technologies.

Deadline for applications: August 1, 2022

Please send your CV with the title of the position you are applying for in the “Subject” section.