IT Application Support Specialist

Türk Telekom International

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.

Job Description

• 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 applications/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
• Information gathering to ensure complete availability of details required for root cause analysis
• Provision of technical resolution or problem workaround
• License tracking/User activation & de-activation/Authorization management/Internal audits
• Be a part of ITSM Application Improvement projects

Requirements

• Bachelor's degree in 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)