Tier 1 Support Engineer

Job Description:

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
• Provide helpdesk support and resolve problems to the end user’s satisfaction;
• Monitor and respond quickly and effectively to requests received through the IT helpdesk;
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients etc.;
• Knowledge of commonly-used concepts, practices, and procedures for end user technical support;
• Identify and escalate priority issues per client specifications;
• Perform advanced troubleshooting and redirect problems to appropriate resolving teams;
• Registering an incident and / or Service Request reported via email /phone in the ITSM Tool;
• Responsible for the calls and emails;
• Tracks the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.

Personal Profile:

• Team player with ability to work under pressure;
• Fluency in English and multilingual (+ French / Italian / Portuguese / Spanish);
• Flexible to work in Shifts (24x7);
• Must be able to learn and support new and quickly-changing technologies;
• Familiarity with a wide range of standard office automation products;
• Sound demonstrated knowledge of Service Desk procedures and process;
• Ability to prioritize workload to best meet customer requirements.