Technical Support (POS)

Description

Job Summary: Provide technical support to end users, efficiently resolving incidents and requests while ensuring timely and high-quality service in accordance with SLAs. Key Highlights: 1. Focus on service and ability to analyze and solve problems. 2. Work in dynamic environments and provide direct user support. 3. Professional development and an excellent working environment. **N1 Solution Engineer (POS)** Schedule: Full-time Department: Service Desk Reports to: Support Supervisor **Job Objective** Provide technical support to end users by promptly addressing and resolving incidents and requests efficiently, ensuring timely and high-quality service in accordance with service level agreements (SLAs). **What We Are Looking For** A professional focused on service delivery, with strong analytical and problem-solving skills, who enjoys working in dynamic environments and providing direct user support. **Requirements** * Gender: Unspecified * Age: 25 to 45 years old * Education: Technical degree, TSU, Engineering, or related field * Experience: Minimum 1 year in technical support or help desk * Valid driver's license and ability to operate a vehicle (**mandatory**) * Willingness to travel and schedule flexibility * Immediate availability to join **Technical Knowledge** * Hardware and software technical support * Diagnostics of failures in computing equipment * Windows operating systems and Office 365 suite * Basic networking (WiFi, LAN, VPN) * Ticketing tools (ServiceNow, Remedy, or similar) * Remote access tools (TeamViewer, AnyDesk, etc.) **Desirable:** * Experience with specialized systems: CCTV, access control, intrusion detection, fire alarm, audio, and networking **Key Responsibilities** * Receive and log requests and incidents (via phone, email, portal, or chat) * Diagnose and resolve Level 1 issues (hardware, software, network, email, printers, access) * Escalate incidents to higher levels (N2/N3\) when required * Track tickets to resolution * Accurately document in ITSM tools * Provide remote support to users * Meet established SLAs * Identify recurring incidents and report them * Participate in technical training sessions **Key Skills** * Customer orientation * Effective communication * Problem solving * Organization and multitasking * Working under pressure **Performance Indicators (KPIs)** * First-contact resolution rate * Initial response time * Tickets resolved per shift * User satisfaction * Documentation quality and process compliance **We Offer** * Immediate hiring * Job stability * Professional development * Excellent working environment Job Type: Full\-time Pay: $13,383\.00 per month Work Location: In person