1. POSITION PURPOSE AND SCOPE OF WORK:

• Handling direct client contacts - transfers from first line of support on all cases that require technical assistance;
• Providing technical support for more complex incidents received from the 1st line incident handlers, in respect of clients/ services supported;
• Floor walking to help Front Line colleagues with any technical and procedural issues and questions;
• Accurately record and classify all incoming Incidents with appropriate priority, category and incident summary details;
• Route incidents in a timely manner to the appropriate teams;
• Identify technical training needs for L1 Agents, prepare training materials and deliver the trainings;
• Identify areas not covered by procedures and collaborate with KM for the creation of missing procedures;
• Apply business and technical knowledge to meet resolution targets;
• Adhere to escalation procedures;

2. REQUIREMENTS:

• Excellent English communication skills, both verbal and written;
• Proactive and professional attitude;
• Well-motivated team player, ability to work with minimum supervision and perform under pressure;
• Experienced in 1st/ 2nd line support with good knowledge of: Windows Server;
• Experience supporting Windows 7/10 operating systems, technical troubleshooting on MS OfficeNetworking troubleshooting;
• Available to work in shifts;
• Time management and prioritization skills;

 

3. WORK SHIFTS PATTERN:

Work pattern:  Monday – Sunday, 08 –, with weekend shifts on a rotational basis

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