DAI’s IT Department is seeking a Tier 1 System Support Specialist to join the Management Systems Team (MST) in the Software Development department focusing on support to DAI’s project management systems instances around the world. The position is the first line of technical support and will be responsible for answering and resolving project systems support issues that our employees may be encountering in their specific work location. We are seeking candidates who thrive in a fast-paced environment that deals with highly complex products. The ideal candidate will be team-oriented, able to work on multiple tasks simultaneously, have excellent research and communication skills, and be able to document thoroughly.

This is a full-time, permanent position based in DAI’s Belgrade, Serbia office, and requires the ability to work in Serbia without employer sponsorship. Please state your salary expectations (gross per annum in EUR) in your cover letter.

Responsibilities:

In DAI’s IT support management system, FreshService, triages incoming MST support requests, addressing first-level support issues or escalating to other team members as required.  First-level support includes such things as those related to access, known types of system/user errors, or simple configurations.  Communicate with the user submitting a request and give them a comfort level that their issue is being properly addressed, on time. Troubleshoot simple system errors directly with the users, gathering the necessary information for problem resolution and documenting steps taken.    Escalate those issues that cannot be resolved using current knowledge to the Tier 2 MST specialist, or a senior MST staff, ensuring any previous user interaction on the request is well documented. Accurately document & record resolutions and actions taken on each request in FreshService. Provide basic system training to users via remote tools, if required. Assist the Software Development team with new development testing as assigned.

Qualifications, knowledge, skills, and experience:

Minimum Requirements

Grade P3: At least 1 year of relevant professional experience in a high-volume Technical Support or Help Desk setting and a college degree. Equivalent combinations of education and experience will be considered. Customer service orientation with an interest in helping users learn and apply software solutions in the workplace to promote efficiency and collaboration. Excellent attention to detail. Self-directed with strong organizational skills and the ability to prioritize multiple tasks/competing deadlines simultaneously. Proficient in the use and basic troubleshooting of industry-standard software packages such as: Microsoft Office 365 (Word, Excel, Outlook, Sharepoint, Teams, etc.) Browsers: Internet Explorer, Google Chrome, Apple Safari Operating Systems: Microsoft Windows required, Mac OS 10+ is desired Experience with (and/or demonstrated desire to learn) M365 applications like SharePoint, MS Dynamics, and PowerApps. Excellent written and oral communication skills, with the ability to communicate clearly and professionally with internal and external clients, and tailor communication style to diverse audiences in English. Excellent research and documentation skills. Able to build and maintain excellent working relationships with staff at all levels of the organization and external clients from diverse backgrounds. Able to work as part of a decentralized team with minimal oversight. Able to handle confidential and/or sensitive information with discretion. Able and willing to adjust work schedule, if needed, to support teams located in different time zones/countries. Familiarity with the importance of diversity and inclusion.

 Desirable:

Professional working proficiency in a second language (Spanish, French, Russian, or Arabic preferred). Able and willing to travel to any country where DAI currently operates, or may wish to operate, barring times when DAI Global Security has deemed travel unsafe.

The salary offered will be commensurate with relevant experience. There are several day-to-day perks of working at DAI that help keep us happy and motivated!

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, disability status, gender identity, or national origin. Deadline for receiving applications is 28 September 2024.

You will be pleased to know that we strive to uphold the highest ethical standards and that we are working with our clients to reduce the opportunity for people who are known to have breached ethical standards to work in our field.  Any staff and/or consultant contract with DAI, therefore, will be subject to satisfactory reference checking and vetting. 

If this role sounds interesting and you would like to be part of DAI’s growing business, bidding for and managing donor-funded projects round the world, we look forward to hearing from you.

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