Job Description

Our client, an innovative communications company based in Limassol, is looking to hire a motivated individual in the role of Support Officer who will be responsible to monitor and maintain a wide variety of products and solutions within the Maritime Satellite 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 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 Support Officer will follow specific procedures to escalate technical problems to the System Engineer.

This is a critical and important role to the company because the Support Officer represents the organization and is the direct point of contact for our customers, during critical moments.

Responsibilities:

• 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.

Qualifications:

• 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.
• 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 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.
• Experience in the Maritime industry will be considered as an advantage.
• A Degree in Computer Science, Computer Network Administration, Information Systems Management or adequate experience in a similar position.

Working hours:
08:30 am – 17:00 pm, Monday to Friday.

TO APPLY for this job opportunity, send your CV (in English please) to admin@smstaffmatters.com and include the reference:  Support Officer (no shifts) - VAC-N460.

We look forward to hearing from you!