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Technical Support Specialist

2 weeks ago

Dubai, Dubai, United Arab Emirates Transguard Group Full time

Transguard Workforce Solutions

The role provides second-line support to end users within the organization, handling solutions maintenance, modifications, performance monitoring, capacity management, upgrades, and application administration.

Job Purpose:

  • Restore normal service operation as quickly as possible.
  • Take ownership of assigned incidents and resolve them within agreed service levels.
  • Keep the customer updated on the progress of the issue via the service desk team.
  • Log and track software issues, and inform the delivery team.

Principal Accountabilities:

  • Ability to work independently and collaboratively in a team environment.
  • Strong analytical and problem-solving skills.
  • Capability to explain technical concepts to customers in non-technical terms.

As a Technical Support Specialist, you will be responsible for providing second-level support to end users within the organization. This includes handling solutions maintenance, modifications, performance monitoring, capacity management, upgrades, and application administration.

Main Responsibilities:

  1. Provide 2nd-level application support.
  2. Maintain a high standard of customer service for all support queries while adhering to service management principles.

Key Skills and Qualifications:

  • Ability to work independently and collaboratively in a team environment.
  • Strong analytical and problem-solving skills.
  • Capability to explain technical concepts to customers in non-technical terms.