Description:
We are looking for a proactive and customer-focused IT Support Specialist to join our managed ICT services team. This role is crucial for delivering remote support, resolving technical issues, and ensuring high levels of service performance. The ideal candidate will help maintain critical KPIs, ensuring efficient and timely responses, resolution of client issues, and ongoing system optimization.
Role Description
This is a remote and on-site role. For onsite, the current location is Karachi. For remote workers, their location can be anywhere globally. The Assistant will be responsible for providing technical support, network administration, troubleshooting, and maintaining information technology systems. They will also be responsible for ensuring network security and implementing reliable computing solutions.
Qualifications
Required
- Technical Support, Network Administration, and Troubleshooting skills
- Linux desktop, server and networking support.
- Experience in Information Technology and system reliability.
- Excellent problem-solving and communication skills
Good to have
- Knowledge of various platforms, languages, databases, and frameworks is a plus.
- Ability to provide product and service procurement consulting
Key Responsibilities:Technical Support & Resolution:
- First Contact Resolution (FCR): Efficiently resolve technical issues on the first contact, aiming to meet an FCR rate of 70-80%.
- Ticket Management: Handle support tickets via helpdesk software, adhering to a timely response within SLA parameters, with a focus on:
- Average First Response Time: 15 minutes for critical issues.
- Average Resolution Time: 1-4 hours for critical tickets; 24 hours for non-critical issues.
- Remote Troubleshooting: Provide remote troubleshooting for software, hardware, and network issues, ensuring swift resolution and minimal downtime for clients.
Proactive Maintenance & Monitoring:
- System Monitoring: Continuously monitor client systems to identify potential issues before they cause downtime, contributing to the reduction of incidents by 10-15%.
- Incident Management: Document incidents accurately, perform root cause analysis, and implement preventive measures to reduce reactive work percentage to less than 20%.
- SLA Compliance: Ensure adherence to Service Level Agreements, maintaining a compliance rate of 95-100%.
Customer Service & Communication:
- Customer Satisfaction: Deliver exceptional customer service, contributing to a Customer Satisfaction (CSAT) score of 90% or higher.
- Communication: Provide clear, concise communication to clients regarding the status of their issues, resolutions, and follow-up actions.
- Ticket Documentation: Ensure every ticket is documented accurately, including actions taken, resolutions provided, and client feedback.
Collaboration & Teamwork:
- Escalation Management: Escalate complex issues to senior engineers when necessary, ensuring that the Escalation Rate remains under 10-15%.
- Cross-functional Collaboration: Work closely with other departments, such as network and server teams, to resolve multi-disciplinary issues.
- Knowledge Sharing: Contribute to the team’s knowledge base by documenting solutions and best practices for recurring issues.
Operational Efficiency:
- Engineer Utilization: Maintain a productive utilization rate of 85-95%, ensuring optimal workload distribution.
- Automation: Utilize automation tools for repetitive tasks and assist in developing self-service resources to resolve at least 20% of common support requests.
- System Uptime: Assist in achieving 99.9% uptime by proactively managing client environments, monitoring infrastructure, and addressing potential issues swiftly.
Security & Compliance:
- Security Monitoring: Respond to and report security incidents promptly, aiming for Mean Time to Detect (MTTD) of under 1 hour and Mean Time to Recover (MTTR) of less than 2 hours.
- Patch Management: Ensure client systems are up-to-date with security patches, with a target of 95%+ of systems patched and secured.
Required Skills & Qualifications:
- Technical Expertise: Proficiency in troubleshooting and supporting a wide range of systems, including Linux, Windows, Android, Apple Phones, and macOS, cloud platforms, network infrastructure, and common software suites.
- Experience: 2-4 years of experience in a technical support role, preferably in a managed ICT services environment.
- Communication Skills: Excellent written and verbal communication skills to clearly convey technical information to clients and colleagues.
- Customer Service: Strong customer service skills with a track record of maintaining high customer satisfaction.
- Problem-solving: Ability to identify the root cause of issues and provide effective, long-term solutions.
- Time Management: Strong organizational and time management skills, with the ability to prioritize tasks in a fast-paced environment.