Vacancy expired!
- Respond to Customer Support requests via the ticket system Jira using telephone, email and the Jira Portal.
- Troubleshoot and monitor low to high impact issues to ensure problem is resolved to completion and well documented.
- Ensur e service requests and incidents are prioriti z ed by urgency and impact to the customer.
- Ensur e relevant support staff are made aware of the current support issues.
- Provide detailed investigation steps followed before escalating to additional tiers .
- Creat e and maintain customer documentation on Guides and FAQs as well as internal documentation for staff.
- Keep tickets up to date with detailed investigation taken , and ensur e customers are responded to in good time and are always kept up to date on the progress of their tickets.
- A ssist with Office 365 administration and Microsoft Intune management for internal staff.
- Required:
- 2+ years' experience in a technical support role; proprietary application support experience strongly desired
- Experience troubleshooting mobile and web applications
- A strong understanding of SQL
- Knowledge of Android, Apple, and Microsoft technologies
- Ability to apply solid troubleshooting methodology to isolate and resolve root cause of reported issues and document it in a uniform and organised way.
- Outstanding customer support skills.
- Excellent communication skills, both written and verbal with attention to detail ; must be able to translate technical concepts into layman's terms for customers and staff.
- Good general professional skills, such as time management, good follow-through, and willingness to learn.
- Desir ed :
- Knowledge of MDM solutions such as Microsoft Intune, Soti, Samsung Knox.
- Experience of ITIL.
Vacancy expired!