Reports to: Infrastructure Manager
Location: Skopje, Macedonia
Our company is leader in providing platforms, people and services to support high-value interactions at every stage of the customer life cycle.
For our office in Skopje, we are looking to hire highly motivated candidate that will provide specific product/software support to internal users, handle related problems encountered in order of priority and in accordance with procedures and project SLA’s.
Professional Technical Support Services – PTSS
1st Level Technical Support
Key responsibilities:
- To ensure 1st level support service to resolve problems encountered by internal customers; this can mean:
- Maintenance of IT & C equipment; software implementation; assembly and troubleshooting of IT & C equipment
- Examining all problems; evaluating complexity, impact and priority and documenting all info in the relevant tools.
- Ensuring follow-up of all issues: documenting and fill in internal systems appropriately.
- Taking decision regarding open tickets, providing feedback on the root cause where applicable, appropriate solutions as available to the user.
- Take and resolve email notifications, call or internal ticketing application;
- Directs referrals requiring specialized intervention to a supportive line of support or to external partners, providing all the information needed to investigate and resolve the complaint.
- Configures and installs IT equipment or applications using the procedures provided by the second or third line of support or by external partners.
- Contributes to improving the working methodology by providing a permanent feedback on its work
- Respect the quality tasks communicated in the Procedure Manual
- To participate as a team member to achieve established project objectives, inter alia by:
- Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, offering support to colleagues.
- Working in accordance with company quality standards, procedures and work instructions.
- Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service offered and work processes.
- Study and participate in activities to improve knowledge of project ‘s specific software and/or products.
- Working efficiently and effectively in line with established individual objectives represented by the scorecard.
Required Professional Competencies:
- At least 2 years relevant experience as CCNA Network System Admin
- Expert knowledge of the components of technical architecture including DHCP/DNS/MPLS/TCP/IP/VLAN/WAN/LAN,
- Hands-on experience in Network Switches, Routers, Firewalls, Hardware Backup topology, Intrusion detection, Anti-virus, 2 Factor Authentication, Hypervisors, Terminal Servers,
- Knowledge in Active Directory, VOIP Telephony and Windows Server & Desktop
- Knowledge of Linux and basic scripting is an advantage.
- Excellent communication skills, both verbal and written, fluency in English
- Ability to absorb product knowledge in order to best advice on possible solutions
- Used to working in a High Tech environment
If your recognize your competencies in the above profile and are seeking for excellent job opportunity, send your CV and letter of interest in English using the Fast Apply option , no later than January 31st.
