You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction as for the client and will work on a 24x7x365 shift basis. Shift available is 2pm-11pm Tuesday-Saturday EST.

• Utilise customer provided tools to handle inbound contact from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
• Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
• Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
• Understand and respond to feedback from ticket quality reviews
• Monitor announcements to ensure you have the latest information regarding outages and procedure updates
• Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
• Complete mandatory training as required

Person:

• Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
• Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
• Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
• Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
• Willingness to learn quickly and adaptable as the situation requires
• Strong attention to detail and accuracy
• Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
• Strong emphasis on delivering an excellent customer experience
• Ability to learn new skills while following agreed operating procedures
• Have a logical approach to problem solving

Experience:

• Previous experience working in a 1st Line IT support environment
• Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
• Experience working in a Contact Centre
• Experience adhering and working towards agreed SLAs and KPIs
• Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills