Job Mission: To provide client specific product/software support to end users. Handle related problems encountered in order of priority and within the optimum time scale, in accordance with procedures and project service level agreement.

To ensure 1st level support service to resolve problems encountered by the end users/customer; this can mean inter alia:
 Analyzing support requests sent by the end user by calls, mail, web submit
 Examining all problems; evaluating complexity, impact and priority.
 Giving required support, efficiently and effectively and in accordance with priority, impact and SLA’s.
 Escalating problems according to procedures; to the relevant Resolution Group or to the 2d level support technician
 Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately.
 Taking decision regarding open tickets, giving feedback on cause of, and solution to, problem to end user.
 Managing and reporting resolved problem.

To participate as a team member to achieve established objectives, inter alia by:
 Working in close collaboration with colleagues to ensure that service delivery to the user is of the highest standard, giving support to colleagues.
 Working in accordance with TechTeam quality standards, procedures and work instructions.
 Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service offered and work processes
 Study and participate in activities to improve knowledge of project‘s specific software and/or products.

Required Professional Competences:

 Planning and organizing: orchestrates and implements clear, efficient and logical approach to
 Attention to detail: ensures quality in work delivered; has a critical eye on his work.
 Analysis: pin points problems and tackles them in a logical, step-by-step way
 Problem solving: Compares and relates data from different sources and identify key issues and trends with a view to resolve customer problems.
 Customer sensitivity: understands the needs, requests, problems and priorities of customers, responds immediately to their needs.
 Oral and Written Communications : has approved telephone and listening skills; Communicates appropriate, concise and accurate information in written form;
 Active Listening: Uses the information extracted form the customers and responses to the needs.

Required Technical skills:

Good knowledge of Microsoft Office software (Word, Excel, Outlook, Access, Visio etc).
Good knowledge of Internet Explorer (navigation, downloading, configuring, using shortcut keys).
Works in accordance with procedures for fault management and ticketing systems.
Hardware and OS knowledge (Windows NT, 98, 2000, 2003, XP).
Knowledge of a wide variety of PC peripherals (printers, removable media, scanners, PDA etc.)

Foreign languages:

Hebrew (advanced C1/C2) + English (at least upper intermediate B2).