— 2+ years experience as a Technical Support Engineer preferably in IT
— Upper-intermediate level of speaking, writing and reading English is a minimum
— Strong organizational and documentation skills
— Independent, customer oriented, analytical and problem-solving abilities, with keen attention to detail
— Ability to provide deep RCA and deliver easy-to-follow solutions
— Experience in Microsoft Office 365
— Experience in ITSM systems
— Experience in supporting systems and applications such as CRM, ERP.
— Build local & international career
— Contribute in full cycle of product development
— Be a part of future technologies
— Use Learning and development system
— Learn & use English
— First and Second level support for business applications, incidents and service requests
— HEAT system administration, configuration & customization according to company business needs
— Server & Application Performance Monitoring
— Maintain and update internal knowledge base and self-service articles
— Liaise with internal company units to improve and establish best practices through the entire technical support process
— Be escalation point for different questions, requests and complaints coming to the Service Desk team, represent a single point of contact for all related Service Desk activities
— Ensure customer service provision in timely and accurate manner, taking the responsibility in critical cases and backing up the absence of team members articles