Technical Support

Beirut, Lebanon
hybrid
Full-time
IT

Beirut, Lebanon
hybrid
Full-time
IT

Job Openings > Technical Support

Description

Aspire Software is looking for Technical Support to join our team in Lebanon !

Here is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

What Your Day Will Look Like:

  • Record and deal directly with user calls and queries using ticketing and support software.
  • Develop and document technical solutions and reporting solutions and procedures along with IT related process and procedures to improve efficiency.
  • Manage tickets through their lifecycle and give regular progress reports to the end user.
  • Extensively use the support software and email communication to monitor and improve performance for optimal client satisfaction and team development.
  • Liaise with suppliers, internal and external customers in a professional manner and according to relevant support agreements
  • Support and maintain good relationships with other colleagues
  • Work to deadlines and respond in a flexible way to the changing demands of the department and the business
  • Support systems with proactive monitoring alerts to ensure that service delivery performance degradation are picked up before the customer becomes aware.
  • Enter common technical faults in the internal ticketing system
  • Solve IT support calls remotely
  • Provide initial assessment of all incidents and adhere to SLA’s and ITIL methodology
  • Liaise with team members of the Account Management Team, IT Operations and Products & Solutions to clear IT support tasks
  • Give assistance with project service delivery implementation and system handover support

Requirements

  • 1 - 2 years of experience as a Technical Support
  • Basic SQL experience
  • Understanding of a technical customer service/helpdesk environment and analytical ability in troubleshooting in a technical support environment.
  • Sound IT skills in Microsoft Office particularly Excel
  • Ticketing system experience
  • Team worker
  • Commitment and a desire to solve issues in a quick and timely manner
  • Ability to prioritize work, good at planning ahead
  • The ability to remain calm under pressure
  • Ability to manage a diverse and demanding portfolio of activities
  • To be logical and systematic in the diagnosis in the problem management environment of the IT Support services looking for trends and root cause analysis
  • The ability to support and maintain good relationships with all colleagues, providing a professional approach at all times
  • An excellent spoken manner with strong interpersonal skills at a range of operational levels
  • Excellent organizational skills with a high level of attention to detail