Əsas səhifə IT/Service Support specialist-Simbrella

    IT/Service Support specialist-Simbrella

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    Paylaş

    Posted 3 years ago

    Job title: IT/Service Support specialist

    Simbrella is looking for talented Service Support specialist and you could one of them!

    Why should you apply?

     An interesting job in a high-tech company;
     Continuous development of your technical skills
     A great team to work with;
     Opportunities to work in international and multicultural environments;
     Competitive benefits and salary

    Requirements:

    • Technical education is preferred;
    • 1+ years working in IT/Telecom area;
    • Opportunity to work in night shift;
    • Good knowledge of spoken/written English, Russian and Azeri languages;
    • Advanced computer skills

    Responsibilities:

    • Receiving phone calls, e-mails and Trouble Tickets (TT) from Customers; sending responses to Customers and initiating the incident management process;
    • Registering a TT in Support Trouble Ticketing System;
    • Determining Severity Level (SL) of the arising incidents or confirming SL determined by Customer;
    • Following up TT processing from the open status till close. This include regular monitoring of TT status, calls and e-mail to all levels of support members then necessary, defending Customer’s side and point of view etc.;
    • Diagnose of the incident described in TT and finding out the reasons behind of the incident;
    • In case of impossibility of diagnosing the incident within certain period of time based on Operational Level Agreement (OLA) escalation the diagnose process to the 2nd Level of Support;
    • Applying the 1st workaround actions from the Instructions provided for each service containing particular incident symptoms and actions themselves;
    • If Service Support specialist has identified that more detailed knowledge is required to solve the incident escalation to 2nd Level of Support is performed;
    • Preparing monthly support reports which contain information about response, diagnosis and solution time, brief description and related activities for each arising incidents.
    • Regular monitoring of service components statuses using appropriate tools; in case of incident detection registering a TT and initiating incident management process.
    • Contact appropriate specialists on Customer’s side in case of any incident regarding Customer’s interfaces.
    • Preparing documents intended to improve the work of Service Support.
    • Providing their opinions and suggestions about Service Support work improvement: processes, tools etc.

    Are you Interested? Please indicate the name of the position you are applying for in the subject line of the application email and send to e-mail address: [email protected]

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