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Amman, Jordan

Technical Support Officer

Description

The Technical Support Officer will provide enterprise-level support to our vast customer base. Excellence in customer service skills is a must.A background in IT support or engineering is also required. As a Technical Support Officer, you will report to the Technical Support Team Leader.

 

RESPONSIBILITIES

  • Coordinate the analysis of customer issues done by the Technical Support team and involve other groups as required to resolve issues.
  • Develop and maintain practical knowledge of EastNets products related to software and documentation.
  • Maintain an overview of all delivered products and services per customer.
  • Perform testing and validation for release updates and patches.
  • Define and coordinate communication to customers on release updates and patches.
  • Maintain the operational support environment through documentation, case tracking and test environments.

REQUIREMENTS

  • Bachelor’s Degree in Computer Science, a related technical field, or equivalent work experience.
  • Two to five years of experience working within a professional support team or a service desk.
  • Excellent analytical skills, a keen eye for quality and strong customer focus.
  • Experience with Unix and Windows server environments.
  • Working knowledge in Oracle or MSSQL, and IBM Db2.
  • Understanding of database concepts and SQL statements.
  • Practical level of software development skills.
  • Proven spoken and written English.
  • Good customer-facing communication skills.
  • Knowledge of web application servers.
  • Self-motivated and an eagerness to learn new skills and applications.
  • Willingness to travel occasionally.
  • Excellent understanding of the support process cycle.
  • Strong team coordination and communication skills.
  • A proactive approach to problem-solving.

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