Support Specialist

• Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of support services.
• Understand our customer needs, expectations and assist them using our applications.
• Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
• Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
• Attend regular product/technology training to remain up to date with developments of the Infrasys solution.

Requirements

• Experience of supporting customers over the phone
• Experience using Remote Access Tools to support customers
• Networking skills – Setting up, troubleshooting and configuring
• Computer Skills – Setting up, upgrading, trouble shooting, installation and configuration
• Experience in a customer facing role working to defined levels of service delivery
• Experience of using IT systems to include OS installation a...