Job Description

• Responsible for answering, commenting and replying to customer inquiries. IDC support team is the first level of support, and response for the clients. • Support is responsible for first response in answering, commenting and replying to open incidents in the support section. Ability to identify, solve and organize tickets according to priority and forward tickets to higher level engineers. Assist other support staff with field work as needed. Work requires knowledge of computer logic and methodology to run computer systems. Work requires ability to read and comprehend instruction manuals in order to make minor repairs. • Reports to: Supervisor • Employee will receive moderate supervision with some on-the job training. After completion of training, employee will receive minimal supervision. The job starts promptly at 8:00 a.m. sharp, and ends at 5:00 p.m.

Requirements

• Basic knowledge of Windows and UNIX base Operating Systems. • Basic knowledge of network, including TCP/IP and Cisco devices. • Basic knowledge of DNS and Mail Services. • Basic knowledge of Solar Winds products including Network Monitoring Tools. • Troubleshooting users’ networks, equipment, software and services over the phone and via the ticketing system. • Able to identify and organize tickets according to priority. • Distribute tickets to engineers and technicians for other departments. • Troubleshoots minor incidents, malfunctions and corrects them as directed by higher level staff or engineers, or supervisor. • Able to react to change productively and handle other essential task as assigned. • Able to document all given or requested procedures. • A passion for teamwork, continuing education, problem solving and exceptional customer service. • Assist with fieldwork as requested.

Employment Type

  • Full Time

Details

Employment type

  • Full Time

Educations

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