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Amman

    Senior Technical Support Specialist - Amman, الأردن - SITA

    SITA
    SITA Amman, الأردن

    منذ يوم

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    وصف
    • About The Role & Team

      As a senior technical support specialist your main responsibility is to perform all customer applications and infrastructure support activities according to SITA standards and procedures or customer requirements as appropriate maximizing customer satisfaction by applying industry-leading processes and procedures.

      Please note that the Job title on SITA contract for this role will be Senior Analyst Customer Applications Support as aligned with our internal career framework .

      What You Will Do
    • Provide support to internal and external customers in accordance with departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
    • Act as the customer's Single Point of Contact (SPOC) and coordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the fault and incident within the prescribed SLA when required.
    • Ensure established Service Management processes and procedures are understood and followed to the highest standards and coordinate problem resolution with the appropriate resolver groups.
    • Adhere to installation guidelines application documentation and industry best practices to deliver quality service.
    • Collaborate with customers to understand documents and resolve problems to high complexity within the designated application.
    • Conduct the analysis definition documentation and/or testing of application software changes and system enhancements.
    • Support Global Sales teams with the completion of Requests for Proposals (RFPs) and product demonstrations when required.
    • Collaborate inter-departmentally with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application processing errors and provide possible workarounds or resolution details to customer.
    • Plan and deliver SITA application training both internally and to SITA hosted customers.
    • Execute testing with customers and third-party service providers to ensure application and system processing is functioning properly for cutover.
    • Provide product process and solution consultancy to customers and internal SITA teams as required and Conduct audits of customer processes and procedures and suggest improvements.
    • Complete implementation project tasks on time to SITA standards and to the satisfaction of the customer.

    • Qualifications

      EXPERIENCE:
    • Minimum 4-5 years of experience in a IT support role related to infrastructure, automation, application support and cloud based solutions.
    • Bachelors/University degree in a related field or equivalent work experience required.
    • Experience in one or more of the following applications and cloud solutions related to MDM (VMware Workspace One, Microsoft Intune, MobiControl)
    • Experience in MECM (SCCM)
    • Experience in ADDS, ADFS, DHCP, Entra ID (Azure AD), basic network and firewall troubleshooting.
    • Experience in one or more of the following scripting\query languages (PowerShell, Batch, Bash, MySQL, PHP)
    • Knowledge in one or more of the following applications and solutions. (Nexthink, Dynatrace, Adaptiva, Linux)
    • Certifications in one or more of the following (Windows Server Hybrid Administrator Associate, Azure Administrator Associate, LPIC-1, CompTIA Linux+, VMware).
    • ITIL Foundation Certification.
    • Experience in Application Development, application support, and crisis management.
    • Ability to support troubleshooting analyze and investigating application software and/or IT systems.
    • Ability to install and configure in the applicable application software and technology/vendor environment.
    • Familiarity with ITIL and service management practices and procedures.
    • Ability to analyze draw conclusions and create solutions to customers' moderately complex problems.
    • Ability to build relationships with peers and management levels both with clients and the company management.
    • Ability to prioritize work under pressure and multi-task.
    • Ability to use a team approach to solve problems when appropriate.
    • Ability to demonstrate agility flexibility and innovation in an environment where priorities and tasks can change rapidly.
    • Ability to work in a multi-cultural and diverse business environment.
    • Excellent in command in English language and communication skills.
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