Technical Support Officer
5 days ago
Inbox Business Technologies, a leading Information Technology and Services company, is hiring a Technical Support Officer to join their team. The Technical Support Officer will be responsible for providing technical assistance and support to clients, ensuring prompt resolution of technical issues.
Responsibilities- Serve as the first point of contact for all IT-related incidents and service requests within the OSS environment.
- Monitor and manage tickets through the incident management system (e.g., ServiceNow, Remedy, etc.).
- Perform real-time monitoring of OSS tools and applications to identify and address system issues proactively.
- Escalate unresolved issues to Level-2/Level-3 teams as per defined SLA and escalation matrix.
- Maintain accurate and up-to-date documentation of incidents, troubleshooting steps, and resolutions.
- Coordinate with NOC, Field Operations, Network, and Application Support teams for issue resolution.
- Conduct routine preventative maintenance to ensure optimal performance and longevity of hardware.
Requirements
- Bachelor's degree in BCS, BS IT, BSC
- 1-2 years of experience in an IT service desk or hardware support role
- Strong understanding of ITIL processes (Incident, Problem, and Change Management).
- Hands-on experience with ticketing tools and remote troubleshooting.
- Familiarity with OSS/BSS systems used in telecom environments.
- Strong organizational and coordination skills.
- Excellent verbal and written communication.
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