Type of employment: Full Time

Location: Limassol, Cyprus

Role is based on Rotational Shift-work

Position Overview:

We are seeking a highly motivated and technically skilled individual to join our global organization as a Tier 1 IT Support Specialist. As a key member of our IT support team, you will be responsible for addressing low-tier technical issues, assisting users in connecting to VPNs, providing credentials for various websites and remote desktops, and collaborating closely with higher-tier IT professionals to ensure seamless operations across our global network.

Key Responsibilities:

• First-Line Troubleshooting: Serve as the initial point of contact for end users experiencing technical issues. Diagnose and resolve low-tier problems efficiently and effectively, ensuring minimal disruption to their work. Troubleshoot issues related to VPN connectivity, credential provisioning, and remote desktop access.

• VPN and Connectivity Support: Assist users in connecting to virtual private networks (VPNs) securely and troubleshoot any connectivity issues that may arise. Guide users through the necessary steps to establish and maintain secure VPN connections.

• Credential Management: Manage and distribute user credentials for various websites, applications, and remote desktop services. Ensure the accurate provisioning of access rights while adhering to security protocols and policies.

• Ticket Management: Efficiently handle incoming IT support tickets by logging, categorizing, and prioritizing them based on their urgency and impact. Provide timely and effective resolutions while maintaining a high level of customer satisfaction.

• Collaboration: Collaborate with higher-tier IT support members to escalate and resolve complex issues beyond your scope. Communicate relevant information, document troubleshooting steps, and contribute to knowledge base articles to aid in issue resolution.

• Documentation: Maintain accurate records of support requests, resolutions, and troubleshooting steps taken. Contribute to the development and improvement of internal documentation to streamline support processes.

• User Training: Provide basic training to end users on topics such as VPN usage, password management, and accessing remote resources. Empower users to independently resolve simple technical challenges.

Job Requirements:

• BSc/BA in IT, Computer Science or relevant field.

• Some experience as a Helpdesk Support Technician or similar role.

• Solid understanding of computer systems, networks, hardware, and software applications.

• Proficient knowledge of Windows operating systems.

• Familiarity with helpdesk ticketing systems and remote support tools.

• Excellent problem-solving and communication skills.

• Strong customer service orientation and the ability to work well with end-users of varying technical knowledge.

• Fluent English, both verbal and written.

Benefits

• An attractive and competitive remuneration package based on experience and qualifications

• Excellent working environment with opportunities for personal and professional development

• 21 days of Annual Leave

Should you wish to apply kindly forward your CV to hr@khoamltd.com quoting the title "IT Help Desk" in the subject line.

Due to the fact we receive a high volume of applications, only shortlisted candidates will be responded to.