TDM Group
Location
Jordan | India
Job description
Job role
Providing remote support to customers based in UK, Dubai and other locations ensuring incidents are being dealt with to agreed service levels. The customer operations team provides 24x7 support services and the engineer is required to participate in a 24x7 ROTA schedule. The role requires good communication skills and the ability to work under pressure in a team environment.
Key Duties and Responsibilities
• Act as the main point of contact between the IT services and the users of these services to resolve faults received by calls or emails from the customers of IT services
• Taking ownership of customer calls from inception to resolution by keeping customers informed of the progress of their inquiries.
• To follow ITIL standards in providing IT services to customers, meeting SLA's, and following the escalation process.
• Ability to communicate effectively at all levels of the organization over the telephone, emails and face to face.
• Participate in a 48-hour week, 24/7 shift ROTA.
• To be able to cover shifts for colleagues in emergencies
• Liaising with IT personal staff and 3rd part suppliers to deliver appropriate IT services
• Work with 2nd-line teams on more advanced and complex tasks.
• Get involved with the projects team in technical planning/preparation for projects.
• Create, update and maintain documented processes and information on the company's knowledge base.
• Be initiative by proposing process improvements and suggest new ideas for a better working environment.
Skills
• Multi-tasking; creative thinking
• Motivated to learn new things
• Embraces teamwork
• Communication skills with internal and external customers
• Problem-solving and analysis skills
• Positive energy
Required Qualifications
• Bachelor's degree in computer science or any related field
• Excellent command of the English language, spoken and written.
• 0-2 years of experience in Technical Support function.
Additional Qualifications
• ITIL Foundation certification.
• Microsoft: MCSA certification.
• Cisco: CCNA certification.
What can TDM offer you
• Medical & Dental insurance
• Additional holiday days for length of service
• Regular team and company social events
• Vendor certifications and training
Job tags
Salary
