Technical Support Specialist

Technical Support Specialist

Core Function’s Summary:

The Technical Support Specialist's main responsibility is to provide technical support and troubleshooting services to end-users ensuring that applications/systems are working properly to accomplish organizational tasks.  

 QUALIFICATIONS & EXPERIENCE:

• Computer Science, Information Technology or similar field.
• A minimum of three (3) years experience in a similar position.

 SPECIALISED SKILLS, TECHNICALS/LEARNED DISCIPLINE:

• Excellent analytical and problem-solving skills
• Good working knowledge of Linux Operating Systems
• Keen attention to detail
• Ability to learn, absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Excellent time management skills
• Good stress management skills
• Excellent customer service skills
• Excellent oral and written communication skills to effectively communicate solutions to both technical and non-technical end-users
• Knowledge of Company policies and practices
• In-depth knowledge of the products and services offered by the company and associated rates and tariffs
• Patience and resourcefulness with a desire to help others
• Strong documentation skills
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks in a high-pressure environment

 DUTIES and RESPONSIBILITIES: 

 Handling System related issues:

• Receive incoming help requests from end users via emails, telephone, and face-to-face work orders in a courteous manner
• Troubleshoot issues effectively to diagnose the problem and provide a solution.
• Prioritize and schedule problems and end-user queries
• Escalate issues to vendors for investigation and a timely resolution
• Perform post-resolution follow-ups with end users to ensure customer           

 Documentation:

• Document all pertinent end user identification information to include name, department, contact information and nature of problem or issue.
• Maintain records of completed and pending job requests for bug fixes enhancements and new features.
• Evaluate documented solutions and analyze trends for ways to prevent future problems.
• Create user-friendly manuals as a point of reference to assist new and existing users to use the different systems to perform daily tasks.

 Develop and maintain rapport with software vendors:

• Develop and maintain good relationships with software vendors to maintain proper software operation for end users to effectively accomplish organizational tasks.
• Build rapport and elicit problem details from vendors
• Improve existing programs by reviewing objectives and specifications, evaluating proposed changes, recommending changes and making modifications.

 Testing:

• Test fixes and enhancements to ensure problems are adequately resolved.
• Evaluate new releases for varying systems to ensure consistency with requirements.

 System Training:

• Train users across the Yello Media Group territories (remotely and onsite) to use the systems to execute daily tasks.

 Reports and Meetings:

• Report/Escalate system issues to the relevant personnel.
• Circulate weekly reports of system issues to the relevant personnel for discussion with vendors.
• Compile Ad-hoc reports for system and end-user queries.

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB:

• Normal office environment.
• Overtime will be required
• Overseas travel to other offices may be required from time to time
• Local travel to external IT service providers will be required Must have the ability to obtain a US or relevant visa

These responsibilities may be reviewed and updated from time to time to keep aligned with the company’s needs.

                                                           Application Deadline: January 3, 2025