Job Description
Inbox Business Technologies, a leading Information Technology and Services company, is hiring a Technical Specialist to join their team. The Technical Specialist will be responsible for providing technical assistance and support to clients, ensuring prompt resolution of technical issues.
The ideal candidate should have both operational and technical expertise to troubleshoot and resolve software and hardware issues. The role requires strong analytical skills, experience with CRM tools like JIRA and Helpdesk, and proficiency in Microsoft Office for reporting. The candidate will be responsible for ensuring smooth system functionality, maintaining SLAs, and providing excellent service desk management while collaborating with internal teams and customers.
Responsibilities
- Monitor, maintain, and troubleshoot Automated Fare Collection (AFC) and Business Support System (BSS) for seamless daily operations.
- Provide technical support for both software and hardware-related issues.
- Ensure smooth integration and functionality of firmware across different platforms.
- Manage IT asset tracking, including hardware components and software licenses.
- Implement problem management strategies to reduce recurring system failures.
- Handle and resolve customer issues through CRM tools like JIRA and Helpdesk.
- Track and manage incidents, ensuring timely resolution per SLA requirements.
- Prepare and present daily, weekly, and monthly reports to customers and higher management.
- Maintain records of incidents, troubleshooting steps, and resolutions.
