- Employer: StaffMatters Recruitment
Job Description
Our client, an innovative communications company based in Limassol, is looking to hire a motivated individual in the role of Support Officer who will be responsible to monitor and maintain a wide variety of products and solutions within the Maritime Satellite Communications Industry. Tasks include diagnosing software/hardware and technical problems, configuring different systems to suit customer’s requirements and being as efficient as possible in his/her resolution time.
The main job purpose of the Support Officer is to provide technical and network problem resolution to the end-user (customers) by performing a question diagnosis while guiding users through step-by-step solutions. When necessary, the Support Officer will follow specific procedures to escalate technical problems to the System Engineer.
This is a critical and important role to the company because the 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 System Engineer.
- 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.
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).
- Working experience with security appliances, primarily FortiNet devices.
- Base understanding of Cyber Security concepts.
- Knowledge of setting up wireless networks and Access Points.
- 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.
- Experience in the Maritime industry will be considered as an advantage.
- A Degree in Computer Science, Computer Network Administration, Information Systems Management or adequate experience in a similar position.
Working hours:
08:30 am – 17:00 pm, Monday to Friday.
TO APPLY for this job opportunity, send your CV (in English please) to admin@smstaffmatters.com and include the reference: Support Officer (no shifts) – VAC-N460.
We look forward to hearing from you!