1st Line IT support (12 hr Shift Work, 4 days on 4 days off)
Hours: 6am - 6pm UK time
Location: Remote, South Africa
Job description
As a member of our team, you'll have the opportunity to work with variety of technologies and provide exceptional service to our customers.
The role will be office /hybrid based with most calls being taken via phone and
email, using remote support tools to provide First Contact Fixes and escalating
higher level tickets to the UK and Spain-based Support teams.
With 12-hour shifts on a 4-day on, 4-day off basis, you'll have plenty of time to recharge and pursue your interests outside of work. With onboarding and the first month being Monday to Friday, 9 AM to 5 PM, you'll have plenty of time to settle into your new role.
With Contrac, you will have the chance to work with a global team and be part of a multi-functional Service business but you will also have endless
opportunities for personal development and career growth.
KEY RESPONSIBILITIES:
Prioritising and categorizing inquiries
Respond to customer support requests by following the agreed
procedures and/or using available information resources and advising user
on appropriate action
Analysis and prioritization of Incidents/Service Requests in alignment
with the user/customer SLA
Dispatch Incidents/Service Request to the 3rd parties support teams and
follow them up on behalf of the affected user
As part of a global support team, ensuring compliance to the Information
Security guidelines and regulations
Requirements
YOU BRING THESE SKILLS, EXPERIENCE, EDUCATION:
Fluent English and Spanish language skills are mandatory, spoken and
written
Good knowledge of PC hardware and software
Windows OS (7 and above), Windows advanced troubleshooting
MS Office and O365 administration and support for businesses
Active Directory knowledge or experience
2 years of experience working in a similar service desk role is desirable
Enthusiasm for continuous learning and interest in the latest
technologies
KEY COMPETENCIES:
Ability to communicate clearly and professionally
High customer orientation and emphasis
Methodical and structural working approach
Active listening
Analytical skills and problem-solving skills
Quality orientation and solving problems sustainable
Team player
