Help Desk Specialist VAC-14915A 16 views

Our client, a Financial Technology Company, are looking to hire a Help Desk Specialist for their offices here in Limassol.

Job Description
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates and resolves problems, and determines and implements solutions.

Primary responsibilities:
Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, printers and telephony.
Respond to queries either in person or over the phone.
Write training manuals.
Train and “educate” computer users of proper computer usage.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Investigate nature of problems.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Run maintenance procedures on computers and servers.
Run diagnostic programs to resolve Hardware/Software issues.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to investigate on-going malfunctions.

Job Requirements:
Proper Service oriented attitude.
Ability to work under pressure and simultaneously respond in various ways of communication (Chat/E-mail/Phone/ticketing system)
Basic Knowledge and proven experience in working on CRM systems.
Responsibility to handle a given task by laid out procedures and protocols.
Ability to investigate an issue and come up with a proper solution at a reasonable amount of time (proportionate to the problem at hand).
Assertiveness in front of company users in regards to maintaining proper computer related usage and following the accepted method of contacting the help-desk.
Proven experience and knowledge in Microsoft server infrastructures, network protocols and Microsoft OS installations (server and client).
Knowledge and experience in machine Virtualization (Hyper-V, VMware, Virtual-Box).
Knowledge and experience in VOIP systems (mainly Asterisk and PBX).
Advantage: knowledge and experience in Linux based OS environment (CentOS, RedHat…)
Advantage: knowledge and experience in managing infra-structural hardware and software (routers, switches, modems and firewalls).

Personal Evaluation Parameters:
Issue handling efficiency that is measured by ticket resolution per time.
Number of Re-opening issues by users.
Number of calls received by technician.
General feedback of users to technician’s responsiveness, effectiveness, courtesy and willingness to assist.

Salary range is between 2000-2500 euros gross per month based on qualifications, skills and experience.

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