İş Yerinde
İş Yerinde
Job Type
Full-Time
Position Level
Specialist
Department
IT
IT
Application Count
173 application
Job Type
Full-Time
Position Level
Specialist
Application Count
173 application
Department
IT
QUALIFICATIONS AND JOB DESCRIPTION
First Line Support (Logging, Triaging - prioritization, tracking, and routing incidents reported by users) - this is primarily a service desk kind of environment in which tickets are logged through any of the channels like TTI ticketing system, phone, email, text etc. Responsible for customer interactions and respond SLA
- Basic Level 1 troubleshooting, redirect to L2/L3 as required
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Taking ownership of customer issues reported and seeing problems through to resolution
- Ask customers targeted questions to quickly understand the root of the problem
- Provide prompt and accurate feedback to customers
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals. Create knowledge base articles
- Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
- Impact analysis with accurate classification of reported issues to ensure appropriate prioritisation
- Initial triage to isolate unsupported 3rd party issues from potential root cause
- Information gathering to ensure complete availability of details required for root cause analysis
- Provision of technical resolution or problem workaround
- Problem routing/escalation to second/third level support or third parties where required
Requirements
- Bachelor's degree in Computer Engineering, Industrial Engineering or a related field
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Good understanding of computer systems, other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with ticketing systems(eg. Cherwell)
- Ability to provide step-by-step technical help, both written and verbal
- 2+ years experiences on IT/business application support area
- Advanced level of English (spoken and written)
Preferred Candidate
Bilgi Teknolojileri Uzmanı pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Bilgi Teknolojileri Uzmanı İş İlanlarıHakkımızda
Türk Telekom International Türk Telekom International is 100% owned by Türk Telekom and acts as its international business unit handling all internati
Şirket Sayfasına GitŞirketin Aydınlatma Metni
Detaylı BilgiYan Haklar
Özel Sağlık Sigortası, Servis, Yemek Kartı (Setcard, Ticket, Multinet, Sodexo vb.), Prim, Bayram Yardımı.
Bilgi Teknolojileri Uzmanı pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Bilgi Teknolojileri Uzmanı İş İlanları