Technical Support Agent with Turkish

Technologies we use

Your responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat to end users
• DL Creation, Modification, Owner Changes, Member changes
• Mitel Phone – forward number to cell
• Wifi – Connecting to guest
• Software Distribution – push software, remove software
• Print Driver Installation, help installing new printer from printerlogic
• Cell Phone Upgrade – Help setting up new phone, changing authenticator to new phone
• User accounts – extend vendor access with mgr approval; pw reset help;
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution.
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Participate in on-going training and departmental development.
• Routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations and diagrams.
• Provide knowledge transfer of EUC operations

Our requirements

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to providing high quality, superior service always. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to always do so.
• Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness

What we offer

• Life insurance
• Private healthcare
• MultiSport Card
• Clear career path in a growing multinational organization

Benefits