Aspire Software is looking for Technical Support to join our team in Lebanon !

Here is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

What Your Day Will Look Like:

• Record and deal directly with user calls and queries using ticketing and support software
• Develop and document technical solutions and reporting solutions and procedures along with IT related process and procedures to improve efficiency
• Manage tickets through their lifecycle and give regular progress reports to the end user
• Extensively use the support software and email communication to monitor and improve performance for optimal client satisfaction and team development
• Liaise with suppliers, internal and external customers in a professional manner and according to relevant support agreements
• Support and maintain good relationships with other colleagues
• Work to deadlines and respond in a flexible way to the changing demands of the department and the business
• Support systems with proactive monitoring alerts to ensure that service delivery performance degradation are picked up before the customer becomes aware
• Enter common technical faults in the internal ticketing system
• Solve IT support calls remotely
• Provide initial assessment of all incidents and adhere to SLA's and ITIL methodology
• Liaise with team members of the Account Management Team, IT Operations and Products & Solutions to clear IT support tasks
• Give assistance with project service delivery implementation and system handover support

• 1 - 2 years of experience as a Technical Support
• Basic SQL experience
• Understanding of a technical customer service/helpdesk environment and analytical ability in troubleshooting in a technical support environment
• Sound IT skills in Microsoft Office particularly Excel
• Ticketing system experience
• Team worker
• Commitment and a desire to solve issues in a quick and timely manner
• Ability to prioritize work, good at planning ahead
• The ability to remain calm under pressure
• Ability to manage a diverse and demanding portfolio of activities
• To be logical and systematic in the diagnosis in the problem management environment of the IT Support services looking for trends and root cause analysis
• The ability to support and maintain good relationships with all colleagues, providing a professional approach at all times
• An excellent spoken manner with strong interpersonal skills at a range of operational levels
• Excellent organizational skills with a high level of attention to detail