Information Technology Technical Support

5 days ago

Limassol, Cyprus NMORE GROUP Full time

IT Support Specialist

Your primary focus will be to process corporate client, end-user IT tickets and logged support calls, providing tier 1 and 2 technical assistance related to computer systems, hardware, or software - via phone, web-based tools and email. You will also advise corporate end-users and, or management, regarding the best implementation practices. You will evaluate requests, handle them and/or route them to the appropriate technician, project and/or manager.

Required Attributes

·          Ability to articulate clearly, recommend and explain resolutions;

·          Strong analytical, communication and problem-solving skills;

·          Ability to work individually, and participate in integrated teams;

·          Attentiveness, consistency, and ability to work under pressure;

·          Ability to establish accurate expectations from escalating issues;

·          Willpower and determination to complete set out objectives;

·          Meticulously process procedures for internal and external parties;

·          A strong awareness of emerging technology and IT trends;

·          Advanced knowledge of IT systems, both hardware and software;

·          A passion for technology and how it affects the environment;

·          Awareness of the importance of knowledge and education;

·          Ability to quickly learn corporate client, in-house IT systems.

Education

·          Bachelor’s Degree in Computer Science or similar;

Required Experience

·          4+ years of IT related, help desk and/or call center support experience;

·          Working knowledge required in setup and troubleshooting on the below;

·          In-depth knowledge and experience with operating systems (Windows 8+, Mac);

·          Proficiency in collaboration software (Skype, Slack, GSuite, ZohoDesk, other);

·          Experience with network technologies (Switches, routers, wireless);

·          Knowledge and experience with backup software and solutions;

·          Experience with NAS and SAN systems (Qnap, Synology);

·          Experience with VoIP Phones and PBX set-ups, Apple IOS and Android OS;

·          Knowledge of web services, API, and IP-based protocols.

·          Ability to support and maintain data center infrastructure. 

Advantages

·          Microsoft Certified Solutions Expert or Certified IT Professional;

·          Knowledge of virtualization technologies, VMWare or equivalent;

·          System administration and IT certifications in Linux, Cisco or other related;

·          Experience in supporting point of sales systems and hardware;

·          Experience of DHCP, IP routing, port forwarding, VPN and firewall concepts. 

Complimentary Skills

·          Experience with server technologies (Windows Servers, Linux Servers);

·          Experience with Windows Server 2016 and 2019 and Microsoft Exchange;

·          Knowledge and experience with Firewall (Fortigate, Mikrotik, Ubiquiti, Cisco);

·          Expertise and working experience managing and enforcing security protocols;

·          Good knowledge of networking, desktop and server hardware;

·          Experience in administration and Windows Patch Management;

·          Experience using webhosting software and cloud control panels.

Key Responsibilities

·          Ability to transpose user requirements into technical specifications;

·          Monitoring Help Desk Ticketing queue and escalating to relevant members;

·          Provide Remote/Onsite support for workstation, servers, network and devices;

·          Respond to customer inquiries and assist in troubleshooting IT challenges;

·          Diagnose and resolve customer issues in an efficient and timely manner;

·          Provide the CTO with regular reporting of system performance;

·          Carry out administrative tasks to support the operation of the department;

·          Documenting and improving process IT documentation throughout the business;

·          Refer to internal database or external resources to provide accurate tech solutions;

·          Collaborating with cross-functional teams to implement new features;

·          Delivery and installation of various hardware on client premises;

·          Provide Tier 1 and 2 IT support and troubleshooting, on-site, remotely via Teamviewer or over the phone. This includes the following components:

o   Computer and networking hardware, as well as peripherals troubleshooting;

o   Software installation, maintenance set-up and fault identification;

o   Server and cloud infrastructure and storage, set-up and mainteanance;

o   Routing and switching, understanding of architecture and network maintenance;

o   Perform upgrades including service packs, patches, hot fixes and security config;

o   Assist in defining and documenting IT related policies and procedures;

o   Assist with hardware, software and systems integration and automation;

o   Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved with limited disruption.

·          Provide user training and walkthroughs of the following software: Google Workspace, Zoho One, Zoho CRM, Zoho Books, 3CX, FreePBX, Zadarma, Slack, Teams, Skype, Zoom, JIRA, Microsoft 365, Adobe Creative Cloud, Dashlane, 1Password, LastPass, Teamviewer, AnyDesk, RDP, BitDefender, Symantec and others.

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