Job Purpose

We are seeking for an enthusiastic Tier 1 Support Officer, who will be monitoring and maintaining a wide variety of products and solutions within the Maritime Satellite Communications Industry.  Tasks will include, diagnosing software/hardware and technical problems, configuring different systems to suit customer’s requirements and being as efficient as possible in your resolution time.

The main job purpose of the Tier 1 Support Officer is to provide technical ad network problem resolution to the end-user (customers) by performing a question diagnosis while guiding users through step-by-step solutions.  When necessary, the Tier 1 Support Officer will follow specific procedures to escalate technical problems to a Tier 2 Support Officer.

This is a critical and important role to the company because the Tier 1 Support Officer represents the organization and is the direct point of contact for our customers, during critical moments.  

Main Duties and Responsibilities

• Research and identify solutions when software and hardware issued occur
• Diagnose and troubleshoot technical issues, including account setup and network configuration relating to Tototheo products
• Ask customers targeted questions to quickly understand the root of the problem
• Track issues through to resolution, within agreed time limits
• Guide the end-user through a series of actions, either via phone or email, until they’ve solved a technical issue
• Properly escalate unresolved issues to the appropriate Tier 2 Support Officer
• Provide prompt and accurate feedback to the customer
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure proper functionality of services and solutions provided
• Maintain and develop a solid professional relationships with existing and new clients
• 24/7/365 shift work to provide technical support upon request from the customer at any time (shift patterns between colleagues will take place)

Qualifications

• Excellent knowledge of the English Language
• Good communication skills (written and oral)
• Computer literacy
• Networking & Knowledge of services and protocols such as DNS, HTTP, SMTP, STP, SNMP, DHCP
• Excellent problem-solving skills
• Flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines
• The ability to work under pressure and to tight deadlines
• Ability to work collaboratively across departmental functions.
• The ability to assess and modify your own approach when speaking to customers
• The ability to deal with difficult calls whereby the caller may not have English as a first language
• The ability to provide good analysis, sometimes at a short notice, due to the urgency of each requirement from the customers
• Experience with monitoring solutions and procedures
• Ability to provide step-by-step technical help, both written and verbal
• A Degree in Computer Science, Computer Network Administration, Information Systems Management or adequate experience in a similar position