SLA Management and Technical Support:

• Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s. 
• Research, diagnose, troubleshoot and identify solutions to resolve customer reported issues. 
• To provide staff and clients with server support and general maintenance. 
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Compliance for following standard internal process and tools.

KPIs (Key Performance Indicators)

1- SLA Targets Compliance.

2- Customer Survey evaluation.

3- Internal Process Compliance.

Communication and Reporting

• To provide external client support via telephone, email and site visits when needed. 
• Provide prompt and accurate feedback to customers. 
• Efficiently communicate and report issues to Account Manager / Project Manager and technical team. 
• Generating open tickets status report. 
• Ensure proper recording and closure of all customer reported issues. 
• Provide Product Knowledge, Guidance and Support when needed.

KPIs (Key Performance Indicators)

1- First call response / resolution time.

2- Ticketing status reporting on time, with proper visibility levels.

3- Proper escalation of blocking issues.

Soft SkillsGood work ethics.Good English language.Good customer handling skills.Strong problem solving.Strong analytical skills.Team player with excellent team spirit. General Technical SkillsPossessing specialist knowledge of operating systems, devices, applications, and software.Providing technical support to clients, and to teams within the organization when required.Assisting with systems integrations.Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.Maintaining and updating technical documents and procedures.Identifying and resolving technical issues.Managing coordination at a local and international level where required.Firm Grasp of Structured Query Language (SQL).Up-to-date knowledge of scripting, coding and application software.Working Knowledge of IT Hardware and Software.Ability to learn and master employer-specific software.Complex problem solving.Good Knowledge of using Performance Monitor to view general Performance data or toMonitoring our system performance metrics.Establishing the root causes of application errors and communicate application vendor for 2nd line support.Ability to diagnose & address application issues and resolve basic technical issues.Microsoft Windows O.S s experience and Good experience of Windows server trouble shooting.Good Working experience of Microsoft Windows firewall and its configuration.Good knowledge of the basic configuration of trended Antiviruses applications.Microsoft SQL Server knowledge (relationships, tables, fields, queries, etc...).Good Knowledge of using Performance Monitor to view performance data.In depth understanding of Softec portfolio of products and services including different HW equipment’s used by customers. Good Working experience of IIS, Domain, Active Directory, DNS, DHCP, Win-Services, Exchange and File Servers.Good knowledge of basic network configuration, network security concepts, network troubleshoot (ping, telnet, tracer, etc...).Linux knowledge is an advantage.Willing to work off-hours and weekends when required for projects or emergency support.