IT/Service Support Operator
- Simbrella
-
Elanın qoyulma tarixi: 13.01.2014Vakansiyaya müraciət tarixi bitmişdir.
İşin təsviri
Job title: IT/Service Support Operator
Requirements:
• Technical education is preferred;
• 1+ years working in IT/Telecom area;
• Opportunity to work in night shift;
• Good knowledge of spoken/written English, Russian and Azeri languages;
• Advanced computer skills
Responsibilities:
• Receiving phone calls, e-mails and Trouble Tickets (TT) from Customers; sending responses to Customers and initiating the incident management process;
• Registering a TT in Support Trouble Ticketing System;
• Determining Severity Level (SL) of the arising incidents or confirming SL determined by Customer;
• Following up TT processing from the open status till close. This include regular monitoring of TT status, calls and e-mail to all levels of support members then necessary, defending Customer’s side and point of view etc;
• Diagnose of the incident described in TT and finding out the reasons behind of the incident;
• In case of impossibility of diagnosing the incident within certain period of time based on Operational Level Agreement (OLA) escalation the diagnose process to the 2nd Level of Support;
• Applying the 1st workaround actions from the Instructions provided for each service containing particular incident symptoms and actions themselves;
• If Service Support Operator has identified that more detailed knowledge is required to solve the incident escalation to 2nd Level of Support is performed;
• Preparing monthly support reports which contain information about response, diagnosis and solution time, brief description and related activities for each arising incidents.
• Regular monitoring of service components statuses using appropriate tools; in case of incident detection registering a TT and initiating incident management process.
• Contact appropriate specialists on Customer’s side in case of any incident regarding Customer’s interfaces.
• Preparing documents intended to improve the work of Service Support.
• Providing their opinions and suggestions about Service Support work improvement: processes, tools etc.
Candidates are required to submit their CVs until on February, 3, 2014.
Please indicate the name of the position you are applying for in the subject line of the application email and send to e-mail address:
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