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Position Details
Reference No.
103274
Title
It Support Officer (Tier 1) – 24/7 shifts - (Entry Level)
Employment Type
Full Time
Available Positions
2
Location(s):
Limassol
Posted On:
20/11/2019
Contact Details
Company
WorkForce Cyprus
Contact Person
WorkForce Cyprus
Address
Nikolaou Skoufa 1, Engomi
Nicosia
Phones
22-679800
Email
workforce-cyprus-264269@resume-forward.loxo.co
Job Description

Oh behalf of our client, a shipping technology firm headquartered in Cyprus, specializing in innovative, efficient and functional solutions in the fields of satellite and radio communication, automation, navigation systems and Ship repairs, we are looking to recruit aTier 1 Support Officer, who will be monitoring and maintaining a wide variety of products and solutions within the Maritime Satellite Communications Industry.  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.

This role requires up to 40 hours a week, working to a 24/7 rotation shifts outline. (Weekends & public holidays)

The main role 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 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.  

Key Responsibilities:

  • Research and identify solutions when software and hardware issued occur
  • Diagnose and troubleshoot technical issues, including account setup and network configuration relating to 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 relationship 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)

Candidate Profile:

  • 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
  • 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

What the company offer:

  • 13th salary
  • Full medical insurance