IDC Support Parsonline

  • Full Time

  • Tehran

      -   Tehran

IDC Support

Posted Long ago

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 -Commenting and replying to open incidents in the support section -Identify, solve and organize tickets according to priority and forward tickets to higher level engineers -Assist with fieldwork as requested -Assist other support staff with field work as needed -Candidate will receive moderate supervision with some on-the job training. After completion of training, employee will receive minimal supervision


-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 -Passionate for teamwork, continuing education, problem solving and exceptional customer service -Knowledge of computer logic and methodology to run computer systems -Ability to read and comprehend instruction manuals in order to make minor repairs