It Support Specialist

Serve as the first point of contact for customers seeking technical assistance over the phone or email
Provide support for VOIP telephone systems, including handsets and PBX.
Work within a centralized ticketing system to respond to users and document pathways to resolution;
Provide technical support for all levels of staff and end-users;
Follow-up faults and escalate to underlying providers.
Provisioning and setting up of new internet and phone services following our operation guidance
Setup and provisioning of IP phones remotely.
Applying changes in PBX configuration when required.
Monitoring the network health proactively based on our operation guidelines
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Walk the customer through the setting up of Modem or IP phones when remote access is not available.
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures

Requirements:

Proficiency in English
Proven experience as a help desk technician or other customer support role
Knowledge of TCP/IP, SIP and networking.
Tech savvy with working knowledge of computer systems, servers databases and remote access
Good understanding of TCP/IP, FHCP, IP addressing and Networks.
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Customer-oriented and cool-tempered
BSc/BA in IT, Computer Science or relevant field