L1 Support

3 أكتوبر، 2022

0 4 دقيقة واحدة

L1 Support

الوصف الوظيفي

 Attend & Capture customer (internal & external) calls.

 Provide updates to customers (internal & external) for the reported issues / requests.

 Provide technical guidance and assistance to customers (internal & external) for the applications usage.

 Perform basic problem solving, assistance & fulfilment.

 Carry out monitoring and first-line support activity for events (network, infrastructure & application) for any

abnormality and trigger the incident management process.

 Ensure that all the service requests, incidents, problems & changes are appropriately logged and assigned.

 Perform regular follow-up and updates on the open issues / Requests, Problems& Changes and escalate at

appropriate levels to ensure timely resolution.

 Generate & dispatch reports (operational & analytical) to relevant stake holders.

 Develop and document technical knowledge.

 Performing tasks related to work that might be requested by the Direct Manager/s.

 New staff training and support.

 Assume the responsibilities of the team leader whenever necessary

 Ticketing system

Education:

Bachelor’s degree in IT / CS / Software / Telecom / Electrical / Network, or relevant field.

Experience:

 +2 years’ experience in L1 support role.

 Knowledge of current technological developments/trends.

 Awareness of ITSM processes and framework.

3 أكتوبر، 2022

0 4 دقيقة واحدة