Job Requirements
This role serves as the main point of contact for our customers, encompassing:
* Timely resolution of technical issues related to hardware, software, and mobile devices, adhering to Service Level Agreements (SLAs) via a ticketing system. Proficiency in ServiceNow is highly beneficial.
* Ownership, leadership, and communication with key contacts within resolver groups to ensure prompt action is taken on assigned tasks and issues.
* Maintenance of IT system processes, documenting all actions and activities performed on IT equipment.
* Able to work independently, self-motivated, and operate with minimal support and supervision during On-Call services.
* Adherence to international IT standards such as support, change, and asset management (ITIL).
Customer site work may require flexibility for travel to other sites as needed.
Qualifications
The following qualifications are highly recommended:
* Bachelor's or Master's degree in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
* At least 3 years of technical experience in IT technical support and/or IT Service Delivery.
* Proficiency in site-specific language (dependent on site requirements) and English is required.
Certification would be an added advantage for this role.
* Technical Certification (e.g., Microsoft, HP, Dell, CISCO)
* ITIL Certification
* CompTIA A+
* Microsoft Certified Professional (MCP) or better
We encourage interested candidates to reach out.