Job 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
