IT Support Engineer (Tier 1) - Customer Contact Team

REST Solution offers a full range of outsourced IT support and cybersecurity services at a fair price. We are committed to help companies scale and grow by streamlining IT operations, minimizing downtime and improving productivity. In the process, we also help companies save costs and plan for their IT expenses. We proudly offer exceptional customer service that goes beyond mere delivery of IT support.

Our engineers go the extra mile to enable you to reach your business goals with ease.

Job Summary

The purpose of IT Support Engineer (Tier 1) is to provide the first level of support to deliver quality service to customers and be able to meet or even exceed service or operational level agreement (SLA or OLA). This is fulfilled through working with applications or systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Mission description: Supporting one of our clients on site, you will provide IT support for technology-based queries across their digital platforms. Supporting various businesses globally. The Customer Contact Team (CCT) operates a 24x7 follow-the-sun service. Focused on providing an exceptional customer experience and promotion of IT products. As a first point of contact for all staff who require help or information regarding technology within the company, you will have an immediate impact on the service to the business and be the face of technology.

About the client: a global financial services group operating in 34 countries for over 50 years. You'll be part of a supportive team where everyone - no matter what role - contributes ideas and drive outcomes.

Duties and Responsibilities

• Provide first level support to end-users through diagnosing or troubleshooting problems and implementing corrective action either remotely through the phone, remote connectivity or on site
  Monitor and respond to alerts and execute restoration procedure in a timely manner.
• Timely isolate the problem, identify and follow correct escalation path for issues not resolved at own level.
• Log on ticketing tool all updates and troubleshooting steps done with complete details that can be comprehended by anyone who reviews or needs to continue working on the ticket.
• Take ownership of user concerns; follow up the status of escalated problems on behalf of the customer and communicate progress or update the ticket in a timely manner.
• Actively monitor ticket assignment for timely resolution of issues or completion of customer concerns.
• Proactively raises possible issues that may arise from existing problems or newly implemented change.
• Ensure that satisfactory resolution has been executed before putting tickets on resolved state.
• Demonstrate complete professionalism while handling inquiries or complaints of the customers.
• Properly turn over any pending tasks that need attention during scheduled absence like rest day or vacation leave.
• Participate in project initiatives or efforts as necessary.
• Contributes to unit goals by accomplishing related duties as required.

Information Security

• Comply with all organizational information security policies, procedures, and best practices, including proper handling of sensitive data, use of approved systems, and adherence to access control measures.
• Actively contribute to maintaining the organization's information security by participating in required training, reporting potential security incidents, and promoting a culture of security awareness in daily activities.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Diploma or a related field (or equivalent work experience)
• Experience in providing desktop support to end users and support on IT Infrastructure.
• Experience in supporting Windows-based systems, including servers and clients.
  
• Experience in Windows Server administration, Active Directory, Group Policy, M365 and other tools.
• Technical knowledge on Windows 10 Pro and Apple IOS/Mac and Android
• Experience in diagnosing and resolving hardware and software issues.
• Excellent communication skills to collaborate effectively with team members and provide technical support to clients.
• Superior customer service skills and solid interpersonal, written and oral communication skills
• Certifications are a plus and not mandatory.

Key Competencies

• Ability to work in a fast-paced environment
• Team Player with initiative
• Strong sense of service

Working Condition

• On-site
• Shifting schedule