Technical Support Associate

IT Operations Department > Service Desk group / Podgorica

Forex Club is a product company. Our mission is to provide the opportunity for everyone to play, learn and trade. We've been helping our clients to trade stocks, currencies, indices, commodities, gold, oil, gas and agriculture.

Now we are looking for a Technical Support Associate to join our office in Montenegro.

Responsibilities:

  • Processing of applications in Service Desk system (fixing or escalating to next level support)
  • Monitoring the entire IT infrastructure using Zabbix, Grafana, NewRelic
  • Fixing incidents with OLA (operating level agreement) conditions otherwise escalate it to the next level support
  • Users support for any IT problem via any communication method (face-to-face, skype, phone, voIP, im, mail, Service Desk system) with high loyalty to the VIP consumers
  • Maintain documentation (knowledge database) among entire support team, keep it up to date, create Standard Operations Procedures
  • Creation and sending multi-messages (notices, warnings, information) via e-mail, mail etc about IT issues or news
  • Collaboration with service providers
  • Report on progress in Service Desk system
  • Hardware support: diagnosis, maintenance and repair at modules level
    Software support: installation, recovery, consultancy
  • Asset handling: End user equipment preparation, SW installation
    Printing/scanning equipment and services support
    Telephony support
    IT stock management
    Participation in projects
  • Deliver local IT support & proximity services (incident & Service Requests)
  • Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
  • Identify needs for End User training / tutorials and deliver them.
  • Ensure activities related to the PC lifecycle : Install, Move, Add, Change, Refresh, Stock, Dispose.
  • Monitor performance & escalate major local issues.
  • Other senior management orders\assignments

Education requirements:

  • Bachelor’s degree in Information Systems, Information Technology, Computer Science or Engineering from an accredited university or college
  • ITIL Foundation \ Microsoft certificates \ CCNA or ICND1 is a plus

Knowledge and skills required:

  • Excellent interpersonal and communication skills
  • Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources
  • Demonstrated customer focus
  • Builds strong customer relationships and creates processes with customer viewpoint
  • Strong analytical skills – strong problem solving skills, communicates in a clear manner and effectively evaluates information / data to make decisions
  • Anticipates obstacles and develops plans to resolve
  • Broad understanding of IT Infrastructure and support processes
  • Apple Mac and iOS expertise
  • Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
  • Change oriented – actively generates process improvements
  • Supports and drives change, and confronts difficult circumstances in creative ways

Computer and special software skills required:

  • Professional IT area education or relevant experience
    Windows XP/7 user and administrator knowledge/experience
    TCP/IP and NT networking knowledge and work experience
    PC Desktop/Laptop hardware knowledge at professional level
    A/V support experience
  • Basic knowledge of network technologies and protocols
  • Basic knowledge of computer architecture
  • Basic knowledge of monitoring systems and strategies
  • Basic knowledge of recovery systems and strategies
  • Basic knowledge of common operating systems (advanced level for the required ones)
  • Basic knowledge of databases
  • In-depth knowledge of business processes supported by IT services
  • Basic knowledge in ITSM / ITIL
  • Perfect communication skills
  • Customer focusing. Politeness, loyalty in any aspect
  • Resistance to stress, ability to work under pressure
  • English language knowledge working level both oral and written (intermediate level minimum)

We offer:

  • Work in the reliable and stable well-known company
  • European Office (Montenegro, Podgorica)
  • Payment of relocation and organize of the legalization
  • Competitive salary and bonus
  • Medical insurance
  • Work in the friendly professional team
  • Unique international corporate culture
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