IT Support – Help Desk officer

On behalf of our client, who they offer software optimization services, and specialize in the Ad-Tech industry, we are looking for an IT Support – Help Desk officer to be part of their R&D team in Limassol.

 The applicable candidate will provide technical support to the company’s customers and partners remotely.

Key Responsibilities:

• Research and identify solutions when software and hardware issued occur
• Diagnose and troubleshoot technical issues, including account setup and network configuration relating to company’s products
• Ask customers targeted questions to quickly understand the root of the problem
• Track issues through to resolution, within agreed time limits
• Guide the end-user through a series of actions, either via phone or email, until they’ve solved a technical issue
• Provide prompt and accurate feedback to the customer
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure proper functionality of services and solutions provided
• Maintain and develop a solid professional relationship with existing and new clients

Candidate Profile:

• Excellent knowledge of the English Language
• Good communication skills (written and oral)
• Computer literacy
• Networking & Knowledge of services and protocols such as DNS, HTTP, SMTP, STP, SNMP, DHCP
• Excellent problem-solving skills
• Flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines
• Ability to work under pressure and to tight deadlines
• Ability to work collaboratively across departmental functions
• The ability to assess and modify your own approach when speaking to customers
• The 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