Our client, an innovative communications company based in Limassol, is looking to hire a Network Support Officer who will be responsible to monitor and maintain a wide variety of products and solutions Communications Industry. Tasks include, diagnosing software/hardware and technical problems, configuring different systems to suit customer’s requirements and being as efficient as possible in his/her resolution time. The main job purpose of the Network Support Officer is to provide technical and network problem resolution to the end user (customers) by performing a question diagnosis while guiding users through step-by-step solutions. When necessary, the Network Support Officer will follow specific procedures to escalate technical problems to the System Engineer. This is a critical and an important role to the company, because the Network Support Officer represents the organization and is the direct point of contact for our customers, during critical moments.
- Researching and identifying solutions when software and hardware issues occur.
- Research and identify solutions when software and hardware issued occur.
- Diagnose and troubleshoot technical issues, including account setup and network configuration relating to the 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.
- Properly escalate unresolved issues to the System Engineer.
- 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 relation with existing and new clients.
- 24/7/365 shift work to provide technical support upon request from the customer at any time (shift patterns between colleagues will take place).
- A Degree in Computer Science, Computer Network Administration, Information Systems Management or adequate experience in a similar position.
- Networking & Knowledge of services and protocols such as DNS, HTTP, SMTP, STP, SNMP, DHCP.
- Some exposure to Linux (Debian).
- Working experience with security appliances, primarily FortiNet devices.
- Base understanding of Cyber Security concepts.
- Knowledge of setting up wireless networks and Access Points.
- Excellent knowledge of the English Language.
- Good communication skills (written and oral).
- Excellent problem-solving skills.
- Flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines.
- The 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 deal with difficult calls whereby the caller may not have English as a first language.
- 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.
- The working hours are 24/7 shifts (including weekends and holidays).
Please send your CV to StaffMatters at firstname.lastname@example.org and mention that you are applying for the vacancy of Network Support Officer with reference number 2112.
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