Support Officer
Support Officer
On behalf of our Client, a leading maritime satellite communications and technologies provider, we are looking for a Support Officer to be based at their offices in Limassol, Cyprus.
Main Duties and Responsibilities
- Researches and identifies solutions when software and hardware issued occur
- Diagnoses and troubleshoots technical issues, including account setup and network configuration relating to company’s products
- Asks customers targeted questions to quickly understand the root of the problem
- Tracks issues through to resolution, within agreed time limits
- Guides the end-user through a series of actions, either via phone or email, until they’ve solved a technical issue
- Properly escalates unresolved issues to the System Engineer
- Provides prompt and accurate feedback to the customer
- Refers to internal database or external resources to provide accurate tech solutions
- Prioritizes and manages several open issues at one time
- Follows up with clients to ensure proper functionality of services and solutions provided
- Maintains and develops a solid professional relation with existing and new clients
- 24/7 shift work to provide technical support upon request from the customer at any time (shift patterns between colleagues will take place)
Main Requirements
- University degree in Computer Science, Computer Network Administration, Information Systems Management or adequate experience in a similar position
- Excellent knowledge of the English language
- Experience in the Maritime industry will be considered as an advantage
- Computer literacy
- Good communication skills (written and oral)
- Networking & knowledge of services and protocols such as DNS, HTTP, SMTP, STP, SNMP, DHCP
- Good knowledge of Linux (Debian)
- Working experience with security appliances, primarily FortiNet devices
- Base understanding of cyber security concepts
- Knowledge of setting up wireless networks and access points
- Excellent problem-solving skills
- Flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines
- The ability to work under pressure and to tight deadlines
- Ability to work collaboratively across departmental functions
- Ability to assess and modify your own approach when speaking to customers
- Ability to deal with difficult calls whereby the caller may not have English as a first language
- Ability to provide good analysis, sometimes at a short notice, due to the urgency of each requirement from the customers
- Experience with monitoring solutions and procedures
- Ability to provide step-by-step technical help, both written and verbal
Benefit
- A competitive remuneration package
- 13 salaries
- Medical insurance scheme
- Continuous professional development and training opportunities
All CVs will be handled with the utmost confidentiality.
Job Summary
Limassol
31/01/2022
Information Technology
Permanent