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.