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Customer Services , Information Technology (IT)
Location: Cyprus,Limassol
Reference: 2458
Date Posted: 20/03/2018
English-Speaking Application Support Engineers
CareerFinders, on behalf our client, a rapidly expanding, market leading Information Technology company with offices in Limassol, we are seeking to recruit English-Speaking Application Support Engineers to join their expanding team of professionals.
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Role Overview:
The Application Support Engineer is responsible for providing first line support to company’s clients. The Application Support Engineer will be the initial point of contact for all incidents and requests that come through via telephone, email or the Service Desk portal.
Responsibilities include responding to and logging all requests and incidents. The Application Support Engineer is responsible for collecting information through a customer conversation, accessing the Knowledge Base, and escalating support requests to the relevant technical support team if needed.
Key Duties/Responsibilities:
  • Maintain a solid understanding of company's offering, forthcoming releases, and the client's setups.
  • Addresses and resolves basic incidents and requests; log all incidents and requests; engages other service desk resources to resolve incidents that are beyond the scope of their responsibility.
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
  • Follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Document resolution and update the Knowledge Base.
  • Liaising with other departments on behalf clients, and as part of internal projects.
  • Distributing information and requirements from other departments to clients.
  • Documenting work, updating existing documentation.
Key Skills/Experience:
  • BSc/BEng in Computer Science, Engineering, Information Technology, any other relevant field.
  • Fluent written and spoken English is essential.
  • Must have aptitude for technical support, project management and consultancy.
  • Previous experience preferred but not necessary.
  • Ability to grasp technical and financial concepts quickly and provide effective and efficient solutions.
  • Ability to work with a team of technology specialists, understand technical requirements and manage the configuration of new and complex systems.
  • Experience on SQL should be considered as an advantage.
  • Ability to interact with clients and peers with a flexible and mature attitude to work.
  • Results driven and self-motivated.
  • Strong and efficient organizational skills, ability to prioritize different tasks quickly and take responsibility to get things done.
  • A team player with an ability to work with minimum supervision.
  • Able to work under pressure and meet tight deadlines.
  • Spotless record and strong ethos.

To apply for this vacancy, please send your CV, along with any covering letter to quoting the above job title. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to.
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