Senior IT Operations Support Specialist

Summary

An IT Operation Support Specialist responsible to provide employees with the first line level of support for installing, maintaining, and repairing hardware and software components whether on site or through remote access on group level.

Will handle both face-to-face interactions and remote tickets with all employees that include inquiries, complaints, requests, coaching, and dealing with violations.

Acts as a focal point for all IT-related incidents and service requests.

Responsibilities

• Provides employees with the first level of support by diagnosing and troubleshooting software and hardware problems and ensures timely resolution of all first level problems.
• Responds to IT tickets, telephone calls, emails, and personnel requests for technical support.
• Supports along with the rest of the operation support team members the whole group employees through remote access (tickets handling) or site visits as needed by management team within the company according to the company's IT policies and procedures.
• Managing multiple cases at one time and testing and evaluating new technology.
• Following up with clients to ensure the problem is resolved and guarantees the highest level of user satisfaction.

Requirements

• Bachelor's degree in computer science or equivalent.
• 3-5 years of experience in the same position.
• Strong analytical ability with problem-solving aptitude and interpersonal skills.
• Customer oriented and eager to learn.
• Able to work under pressure.