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Technical Support Specialist
2 weeks ago
The primary goal of this position is to provide high-quality technical assistance and support to end-users with various technical issues and problems. This involves responding to, documenting, and resolving service issues in a timely manner according to established Service Level Agreements (SLAs). The successful candidate will have the ability to diagnose hardware/software faults and solve complex technical and application problems to ensure productivity meets set measures and client policies.
Key Responsibilities- Act as the primary point of contact for technical inquiries, take ownership of reported issues, respond promptly to customer requests, and provide accurate information to ensure issues are recorded and tracked throughout the entire process.
- Conduct thorough root cause analyses to evaluate and resolve complex problem situations, develop checklists for typical problems, and provide Level 1 support while routing unresolved issues to internal teams.
- Research, diagnose, and troubleshoot systems, network problems, and hardware and software faults; identify resolutions to technical problems and respond within agreed time limits to call-outs.
- Assist in implementing processes and service level agreements for incident management and service request management.
- Participate in creating a support knowledge base by communicating IT support manuals, technical notes, and articles.
- Review and analyze all technical issues/incidents, produce reports on various intervals to highlight main causes for findings, and suggest/lead the implementation of technology processes to prevent repeated incidents.
- Act as a technical expert in evaluating, testing, and implementing new technologies such as systems and platforms.
- Utilize different communication channels and tools to directly support or remotely guide end-users in various inquiries and problems raised.
- Responsible for proper recording and closure of claims; generate timely reports of different nature to capture support services activities when required.
- Install, configure, monitor, and maintain computer hardware operating systems, applications, and networks; replace parts and upgrade existing ones as needed.
- Support the roll-out of new applications; set up new users' accounts, profiles, and passwords.
- Build good working relationships with stakeholders, business users, suppliers, vendors, and other technical teams to resolve any issues related to their provided services and products.
- Assist in establishing and maintaining a complete and accurate record of all IT assets.
- Perform any additional duties as directed by the line manager.
- Bachelor's Degree in Computer Engineering, Computer Science, or Information Technology.
- ITIL Certification.
- CCNP/ CCIE/ MCSE/ RHEL Certification.
- Fluent in English Language.
- 1-2 years of experience in IT Infrastructure support, service desk, 24x7 critical operations preferably in aviation.
