Job Title: Technical Support Specialist
Location: Baghdad, Iraq Company: [Orbit Telecom]Employment Type: Full-Time
About Us:
[Orbit Telecom] is a leading Internet Service Provider (ISP) in Baghdad, committed to delivering reliable, high-speed internet solutions to our customers. We pride ourselves on exceptional customer service and cutting-edge technology. As we continue to grow, we are looking for a dedicated Technical Support Specialist to join our team and help us maintain our reputation for excellence.
Job Description:
As a Technical Support Specialist, you will be the first point of contact for our customers, providing technical assistance and resolving issues related to internet connectivity, hardware, and software. You will play a critical role in ensuring customer satisfaction by diagnosing problems, offering solutions, and escalating issues when necessary.
Key Responsibilities:
Provide technical support to customers via phone, email, and chat. Troubleshoot and resolve internet connectivity issues, modem/router configurations, and network-related problems. Configure, maintain, and troubleshoot networking devices such as Mikro Tik routers, Cisco switches, and other relevant equipment. Guide customers through step-by-step solutions in a clear and professional manner. Document customer interactions, issues, and resolutions in the support ticketing system. Escalate complex issues to the appropriate technical teams for further investigation. Assist in the installation and configuration of internet equipment for new customers. Monitor network performance and ensure optimal functionality. Stay up-to-date with the latest technologies and solutions offered by the company. Collaborate with the sales and technical teams to improve customer experience.
Qualifications:
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). Certifications:CCNA (Cisco Certified Network Associate) or CCNP (Cisco Certified Network Professional) certification is highly preferred. Certifications in Mikro Tik (e.g., MTCNA, MTCRE) are a plus. Experience:1-2 years of experience in technical support, customer service, or a related role. Experience in an ISP or telecommunications company is a plus. Hands-on experience with Mikro Tik, Cisco routers/switches, and other networking devices. Technical Skills:Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs, etc.). Proficiency in configuring and troubleshooting Mikro Tik and Cisco devices. Familiarity with other networking equipment (e.g., Ubiquiti, Huawei) is a plus. Experience with network monitoring tools (e.g., PRTG, Nagios). Basic knowledge of operating systems (Windows, mac OS, Linux).
Soft Skills:
Excellent communication skills in Arabic and English (both written and verbal). Strong problem-solving and analytical abilities. Patience and empathy when dealing with customers. Ability to work independently and as part of a team.
Other Requirements:
Willingness to work in shifts, including evenings and weekends. Strong customer service orientation and a passion for helping others.
What We Offer:
Opportunities for professional growth and development. A supportive and collaborative work environment. The chance to work with cutting-edge technology in a fast-growing industry.