Job Description

Position Summary:

Provide 2nd level technical support of products to post production customers by resolving technical issues with customers and meeting SLA requirements.

Experience:

• Minimum 2 years of work experience in the software industry or in a related field.

• Worked in a SLA driven Technical Help Desk Support Environment (Client facing, providing L1/L2 Support).

Technical/Soft Skills:

• Excellent communication skills (written & verbal).
• Ability to converse with foreign clients.
• Basic knowledge of the Telecommunication environment and customer services (support) procedures.
• Good knowledge of Microsoft Office.
• Troubleshooting & Diagnostics
• UNIX and Windows Server exposure
• Understanding of web services and web enabled applications
• Knowledge of application and web server technologies

Qualifications:

• Degree in Information Technology, Computer Science or Engineering.

• ITIL accreditation will be an advantage.

Role & Responsibilities:

• Ability to work in different business times and on-call 24hs / 7 days.

• Shift work, Stand by support and working on weekday nights/weekends/public holidays is required.

• Be willing to give a 2 year commitment to engagement.

• Follow up on support tickets, which include liaising with both the customer as well as internal teams like (DBAs IT/Network /Systems/L3 teams).

• Ensure compliance with SLAs and OLAs.

• Ensure that the Support Tools are updated with the latest ticket details at all times.

How to Apply

Job Categories: IT-Software/DB/QA/Web/Graphics/GIS. Job Types: Full-Time.

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