Technical Issue Resolution: Diagnose and troubleshoot technical issues related to our business IT services, including software glitches, hardware malfunctions, and network problems.
System Monitoring: Monitor the performance of the ticketing system to ensure optimal operation.
Documentation: Create and maintain detailed documentation of issues, troubleshooting steps, resolutions and prepare RCA reports and other technical documentation.
Collaboration: Work closely with technical teams to resolve issues and implement improvements.
Customer Service: Provide excellent customer service by responding promptly to inquiries and ensuring that all issues are resolved to the satisfaction of clients and related stakeholders.
Requirements:
Min. Diplomas degree in Information Technology, Computer Science, Electrical Engineering or equivalent. Fresh graduates are welcome to apply.
Having a basic knowledge of a technical support role, preferably in software or ticketing systems.
Strong understanding of operating systems (Windows/Linux).
Understanding of TCP/IP, DNS, VPN, OSI Layer model, subnetting, and routing.
Basic knowledge of database management (SQL).
Ability to diagnose and troubleshoot basic technical issues.
Ability to communicate highly technical information to both technical and non-technical audiences.
Ability to create clear and concise documentation for technical issues, solutions, and root cause analysis.
