GCC Service Desk Analyst II

Job Description

<strong><u>Essential Functions</u></strong><p><br></p><ul><li> Provide first level support for any technology issue and problem following set processes and procedures </li><li>Provide assistance by phone, email and/or using a ticketing management system </li><li>Respond to alerts in a monitoring or management tool </li><li> Incident queue management </li><li>Create and accurately assign incidents in an ITSM Tool </li><li>Work effectively with field service technicians remotely, providing over the phone direction to resolve issues when needed </li><li> Excellent customer service Skills </li><li> Excellent note taking skills </li><li> Escalate Issues as Required to Tier2, Tier3 and supervisory staff </li><li> Ability to effectively Triage and Troubleshoot a variety of Network and Voice issues </li><li>Ability to troubleshoot WAN/LAN/WLAN environments </li></ul><p><br></p><strong><u>Requirements</u></strong><p><br></p><ul><li> 1-2 Years of NOC Environment Experience </li><li> Knowledge of WAN/LAN/WLAN environments </li><li> Intermediate knowledge of routers, switches, servers, broadband circuits, telco circuits such as T1, T3, DS1, DS3, etc. </li><li> Understanding of ITIL Processes </li><li> Customer focused </li><li> Ability to multi-task </li><li> Good spoken and written English language skills </li></ul><p><br></p><strong><u>Additional Qualifications Desired</u></strong><p><br></p><ul><li> ITIL Certifications </li><li> Cisco Certification preferred </li><li> Fortinet Certification preferred </li></ul><p><br></p><strong><u>BenefitsSalary Is Dependent On Upon Skills And Experience.</u></strong><p><br></p>This <strong>full-time</strong> role reports directly to the IT Director, USA. This is very much a hands on role supporting the EMEA business.<p><br></p>candidates will need to be able to travel to the USA and UK for training.<p><br></p>Location: The role is full-time office based in <strong>Amman, Jordan</strong><p><br></p>