IT Applications Support Specialist

Türk Telekom International

First Line Support (Logging, Triaging - prioritization, tracking, and routing incidents reported by users) - this is primarily a service desk kind of environment in which tickets are logged through any of the channels like TTI ticketing system, phone, email, text etc. Responsible for customer interactions and respond SLA

• Basic Level 1 troubleshooting, redirect to L2/L3 as required
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Taking ownership of customer issues reported and seeing problems through to resolution
• Ask customers targeted questions to quickly understand the root of the problem
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals. Create knowledge base articles
• Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
• Impact analysis with accurate classification of reported issues to ensure appropriate prioritisation
• Initial triage to isolate unsupported 3rd party issues from potential root cause
• Information gathering to ensure complete availability of details required for root cause analysis
• Provision of technical resolution or problem workaround
• Problem routing/escalation to second/third level support or third parties where required

Requirements

• Bachelor's degree in Computer Engineering, Industrial Engineering or a related field
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with ticketing systems(eg. Cherwell)
• Ability to provide step-by-step technical help, both written and verbal
• 2+ years experiences on IT/business application support area
• Advanced level of English (spoken and written)