Job purpose:
You will be providing outstanding technical support experience to staff and customers from problem identification to full resolution. When needed, you will collaborate with others to engage subject matter experts, Engineering or Management to attend to reported requests or issues. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.
What do we expect from you:
- Key duties:
- Install and configure computer hardware operating systems and applications.
- Monitor and maintain computer systems and networks.
- Install and modify operating systems and software programs, such as virus protection and word processing printers.
- Talk to staff through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
- Act as the initial point of contact for phone calls, ticketing and emails from:
- Internal staff regarding any IT issues and request
- Members directly (through the ticking system or through tickets coming from the Customer Experience team) with regards to the co-working space or the Club App.
- Provide the first line support - troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers or redirect the issue to the concerned subject matters
- Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s
- Escalate unresolved request/incident to the infrastructure support team and back-end team
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults
- Replace parts as required
- Provide support, including procedural documentation and relevant reports.
- Follow diagrams and written instructions to repair a fault or set up a system.
- Support the roll-out of new applications.
- Set up new users' accounts and profiles and deal with password issues.
- Test and evaluate new technology
- Communicate progress and follow up in a timely manner to the manager
- Sending Daily reports on open tickets and End of Day Report
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Responsible for safeguarding business, staff and customers data of all forms either sensitive or non sensitive or else will be subject to disciplinary action that might lead to dismissal
- Health and Safety:
- Adhere to the set Health & Safety instruction
- Continuous improvement:
- Analyze tickets, repetitive issues, closing rate and lead time…etc and come up with findings and recommendations to ensure efficient and seamless operations
What do you need to perform your role:
To perform your job successfully, you need to have the following minimum requirements:
- Education and experience:
- Bachelor's degree preferable in computer engineering/science or telecommunication
- Minimum 2 years of experience in the same position
- Skills and knowledge:
- Ability to prioritize and manage many open cases at one time
- Must be able to respond well under stress, pressure and in emergency cases
- High customer orientation
- Excellent problem solving skills
- Strong Team Player
- Excellent communication skills
- Excellent in time management
- Willing to work for long hours on occasion
- Shall be familiar with working in hospitable, and cheerfulness industry
- Very good English verbal and writing skills
- Must have computer and network skills.
- Should possess high level of integrity and is trusted with sensitive data
All mentioned above is a general description of the job nature and not inclusive of all responsibilities.