Systems Support Technicians

5 days ago

Nicosia, Nicosia, Cyprus AIMS International Cyprus Full time

Systems Support Technicians

Larnaca, Cyprus

The client

A leading provider of innovative technology solutions tailored to the needs of the hospitality industry.

Role Overview

We are currently seeking Support Technicians, senior and junior to join our team. The successful candidates will be responsible for providing remote and on-site support for all systems provided by the Company. This includes troubleshooting technical issues, performing system maintenance, and delivering exceptional customer service to the clients.

Key Responsibilities

Technical Support:

  • Respond promptly to client inquiries and technical support requests via phone, email, or ticketing system.
  • Diagnose and troubleshoot hardware, software, and network issues.
  • Provide remote assistance to clients to resolve technical issues efficiently and minimize downtime.
  • Perform on-site visits as needed to address complex technical issues or provide hands-on support to clients.

System Maintenance and Upgrades:

  • Conduct routine maintenance tasks, such as software updates, system patches, and security enhancements, to ensure optimal performance of systems.
  • Coordinate with the product development team to escalate and resolve technical issues requiring software updates or bug fixes.
  • Assist clients with system upgrades and migrations, ensuring a smooth transition and minimal disruption to operations.

Customer Service:

  • Deliver exceptional customer service to clients, maintaining a professional and courteous demeanor at all times.
  • Communicate technical concepts and solutions clearly and effectively to clients with varying levels of technical expertise.
  • Build and maintain strong relationships with clients, acting as a trusted advisor and resource for all their technical support needs.

Documentation and Training:

  • Create and maintain documentation, including user guides, troubleshooting procedures, and knowledge base articles, to assist clients and internal stakeholders.
  • Provide training and support to clients on the use of systems, ensuring they have the knowledge and skills to maximize the value of our products and services.

Qualifications & Experience

  • Bachelor's degree or equivalent experience in Computer Science, Information Technology, or related field.
  • Minimum of 2-3 years of experience* in technical support roles, preferably in the hospitality or technology industry.
  • Strong technical proficiency in troubleshooting hardware, software, and network issues.
  • Experience with remote support tools and ticketing systems.
  • Excellent customer service and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users.
  • Proven ability to work independently and as part of a team, with a strong sense of accountability and attention to detail.
  • Flexibility to travel occasionally for on-site support visits, as needed.

*Candidates with less years of experience will also be considered.

Remuneration and benefits

  • An attractive remuneration package will be offered, based on experience and qualifications.

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