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Tier 1 Support Officer

Tier 1 Support Officer

Reference: VAC-20253M
  • Company:Communications Company.
  • Location: Cyprus, Limassol
  • Salary: Salary of 1,300 EUR - 1,700 EUR gross monthly with 13th salary and medical insurance (after one month of employment).
  • Job Type: Permanent
  • Job Sector: IT
  • Added on: 19/04/2021

Our client, an innovative communications company based in Limassol, is looking to hire a motivated individual in the role of Tier 1 Support Officer who will be monitoring and maintaining a wide variety of products and solutions within the company. Tasks will include diagnosing software/hardware and technical problems, configuring different systems to suit customer’s requirements and being as efficient as possible in your resolution time.

The main job purpose of the Tier 1 Support Officer is to provide solutions to the end-users (customers) experiencing technical and network problems, by performing a question diagnosis and guiding users through step-by-step solutions. When necessary, the Tier 1 Support Officer will follow specific procedures to escalate technical problems to a Tier 2 Support Officer. This is a critical and important role to the company because the Tier 1 Support Officer represents the organization and is the direct point of contact for our customers, during critical moments.

Responsibilities:
Research and identify solutions when software and hardware issued occur.
Diagnose and troubleshoot technical issues, including account setup and network configuration relating to the company’s products.
Ask customers targeted questions to quickly understand the root of the problem.
Track issues through to resolution, within agreed time limits.
Guide the end-user through a series of actions, either via phone or email, until they’ve solved a technical issue.
Properly escalate unresolved issues to the appropriate Tier 2 Support Officer.
Provide prompt and accurate feedback to the customer.
Refer to internal database or external resources to provide accurate tech solutions.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure proper functionality of services and solutions provided.
Maintain and develop a solid professional relation with existing and new clients.
24/7/365 shift work to provide technical support upon request from the customer at any time
(shift patterns between colleagues will take place).

Qualifications:
Excellent knowledge of the English Language
Good communication skills (written and oral)
Computer literacy
Networking & knowledge of services and protocols such as DNS, HTTP, SMTP, STP, SNMP, DHCP.
Some exposure to Linux (Debian)
Excellent problem-solving skills
Flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines
The ability to work under pressure and to tight deadlines
Ability to work collaboratively across departmental functions
The ability to assess and modify your own approach when speaking to customers
The ability to deal with difficult calls whereby the caller may not have English as a first language
The ability to provide good analysis, sometimes at a short notice, due to the urgency of each requirement from the customers
Experience with monitoring solutions and procedures
Ability to provide step-by-step technical help, both written and verbal
A Degree in Computer Science, Computer Network Administration, Information Systems Management or adequate experience in a similar position

The Tier 1 Support Officer role is a role that takes part in a shift rotation schedule that includes, morning, afternoon, night, weekend and public holidays shift (please note that in total the employee will be working 40 hrs every week with two days off). When the employee is performing night shift, he/she will have extra compensation of 80 EUR gross per night shift and when the employee completes 5 days consecutive as night shift (which is every 2 months) then the employee will get one extra day off, to restore his/her sleeping cycle.

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