The Service Desk Technical Support will be responsible for the complete monitoring of platforms and providing technical assistance on applications to the end-user for the company's suite of products.

Contract Duration: 1 year

Tasks & Responsibilities:

• Perform Day-to-Day technical support interacting with customers and resolving basic technical problems in a service desk environment.
• Monitor system alarms and take necessary actions where and when needed.
• Use available knowledge documents and interacts with other support resources to resolve customer's technical issues.
• Update technical support tickets and produce activity reports.
• Escalate tickets to next level support quickly for further investigation.
• Document issues and solutions, as well as time spent using internal incident tracking system.
• Maintain incident/problem reports and the corrective actions taken. Standard troubleshooting and process documentation for team knowledge sharing.
• Alerts management to recurring problems and patterns of problems.
• Assist deployment engineers as and when directed by Technical Manager.
• Perform daily system health checks.

Knowledge & Qualifications:

• Diploma/Degree in Telecommunication Engineering or Computer Science or any other IT related field.
• 1 year experience in help desk support. Fresh graduates can also apply.
• Experience or knowledge in Linux required.
• Experience or knowledge in database and SQL concepts preferred.
• Experience or knowledge of networks, firewalls and TCP/IP preferred.
• Strong understanding of the mobile network is preferred.
• Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
• Excellent customer service and communication skills, both verbal and written.
• Ability to work both independently and as part of a team.
• Ability to multitask and work well in a fast-paced environment.
• Should be able to work in shifts and weekends (day shifts).