IT Engineer - Service Desk Support

Job Spec:

IT Engineer - Service Desk Support

Job description

As a member of our team, you'll have the opportunity to work with various technologies and provide exceptional service to our customers. The role will eventually become a Cape Town office-based (Century City) - for now, it will be remote. Only apply if you are looking for a long-term role/team you can grow with and are happy to move into the office in the near future as the team grows in Cape Town!

Most calls are being taken via phone and email, using remote support tools to provide First Contact Fixes and escalating Higher-level tickets to the UK and Spain-based Support teams. With 12-hour shifts on a 4-day on, 4-day off basis, you'll have plenty of time to recharge and pursue your interests outside of work. With onboarding and The first month, being Monday to Friday, 9 AM to 5 PM, you'll have plenty of time to settle into your new role. With us, you will have the chance to work with a global team and be part of a multi-functional Service business, but you will also have endless opportunities for personal development and career growth.

KEY RESPONSIBILITIES:

• Prioritising and categorizing inquiries
• Respond to customer support requests by following the agreed-upon procedures and/or using available information resources, and advising the user on appropriate action
• Analysis and prioritization of Incidents/Service Requests in alignment with the user/customer SLA
• Dispatch Incidents/Service Request to the 3rd parties support teams and follow them up on behalf of the affected user
• As part of a global support team, ensuring compliance to the Information Security guidelines and regulations

YOU BRING THESE SKILLS, EXPERIENCE, EDUCATION:

• Fluent English and Spanish language skills are mandatory, spoken and written
• Good knowledge of PC hardware and software
• Windows OS (7 and above), Windows advanced troubleshooting
• MS Office and O365 administration and support for businesses
• Active Directory knowledge or experience
• 1 year of experience working in a similar service desk role is desirable
• Enthusiasm for continuous learning and interest in the latest technologies

KEY COMPETENCIES:

• Ability to communicate clearly and professionally
• High customer orientation and emphasis
• Methodical and structural working approach
• Active listening
• Analytical skills and problem-solving skills
• Quality orientation and solving problems sustainably

• Team player