User Support Specialist

Registration of user requests in the HelpDesk system, managing incidents with descriptions of actions performed and decisions made, with subsequent entry of decisions into a unified knowledge base; Redirecting user requests/tickets to the appropriate technical support specialists to resolve the problem; Providing assistance and consultations during the installation, configuration, and updating of software; Providing assistance in resolving technical problems when using software and hardware; Providing assistance in restoring the functionality of a software product after fatal failures; Knowledge of standard solutions and answers to the most frequently asked user questions.

Requirements

Secondary or higher (not mandatory) education, preferably in a related field; Good communication skills; Confident knowledge of PC and office programs, minor troubleshooting is possible, ability to work with antivirus programs to remove viruses and eliminate their consequences; Basic understanding of local area network organization, operation, and configuration of network equipment such as Wi-Fi routers and USB modems; Ability to work with software for receiving, processing, and registering user requests and tickets; Understanding the principles of working with user requests: systematization, determining the importance level and priority of a request; Ability to work with and understand technical documentation; Knowledge of English (reading technical documentation with a dictionary).

Secondary vocational education; Experience: 3 years