2nd Line Technical Support Advisor Out of Hours
Skills
Airline TicketingBusiness Continuity PlanningComptiaHorizonIT Service ManagementInternet ProtocolNetworking
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Previous experience in a technical support service desk or helpdesk environment
- Strong understanding of IT infrastructure networking and business applications
- Experience using remote support tools and service management platforms
- Working knowledge of ITIL principles including Incident Change and Request Management
- Excellent communication skills with the ability to explain technical concepts clearly
- Ability to remain composed in a fast paced environment and manage competing priorities
- A proactive customer centric approach to problem solving
Nice to have
- Technically minded
- Customer focused
- Proactive
- Calm under pressure
- Collaborative
Day to day
- Act as a key contact for customers across phone email live chat and support portal
- Provide 1st and 2nd line technical support across telecoms IT connectivity and managed services
- Investigate diagnose and resolve incidents quickly while keeping customers informed and restoring services
- Monitor alerts support queues and ticketing systems and work with internal teams and external suppliers to maintain service levels
Hiring process
- Apply today
- Become part of the team