وظائف اخصائى دعم فنى بشركة Interact Technology Solutions

We are seeking to hire:

"Technical Support Specialist"

Job Overview:
We are seeking a Technical Support Specialist to provide exceptional IT support for end-users, acting as the primary point of contact between users and the IT department. The role involves handling both emergency and non-emergency support requests, ensuring timely resolution, and providing clear communication throughout the process. This position requires strong technical expertise, attention to detail, and the ability to effectively coordinate with cross-functional teams.

Key Responsibilities:
1.Receive and respond to end-user calls for technical assistance.
2.Log and track end-user calls and requests through the company’s internal ticketing system.
3.Act as the main point of communication between users and the IT department for all IT-related inquiries.
4.Provide first-level support and troubleshooting for a wide range of technical issues.
5.Answer emergency and non-emergency calls from 9:00 AM to 10:00 PM, documenting important details and dispatching tickets as needed.
6.Coordinate and collaborate with operating teams to resolve technical issues.
7.Identify and address potential problems or outages promptly.
8.Follow up with users and technical teams until issues are resolved to ensure customer satisfaction.
9.Maintain comprehensive documentation of service desk processes, procedures, and user interactions.
10.Alert management to high-priority or critical issues requiring attention.
11.Create and maintain service tickets and issue logs for technical support staff.

Job Requirements:
1. University Degree
2. 6 Months to one year of experience providing end-user support.
3.Ability to work flexible hours, including extended shifts.
4.Good in English (both written and spoken).
5.Familiarity with key technical systems including: Desktop operating systems,
Active Directory, MS SCCM, MS Exchange Console, print servers, and AV consoles
6.Basic knowledge of network systems and principles
7.Familiarity with various software applications and basic hardware for PCs
8.Strong customer service skills, especially in a financial services environment.
9.Ability to actively listen and understand customer issues, providing solutions in a clear and professional manner.