24/7 1st Line Technical Support (12-hour shifts)
Core
Provide first-line technical support, incident investigation, diagnosis, and resolution for Comms-care clients across an international base.
Role type
1st Line Technical Support Engineer
Builds
IT service delivery and client support for Comms-care clients
Domain
IT Service Management / Telecommunications
Deliverable
client delivery
Required skills
fault diagnosis, troubleshooting, ITSM tools, MS Office, CCENT/Network+ knowledge, ITIL Foundation awareness, switching/routing/Wi-Fi awareness, unified conferencing awareness, Microsoft products awareness
Preferred skills
multi-cultural environment experience, excellent English verbal and written
Responsibilities
Log and categorize incidents/service requests, provide first-line investigation and diagnosis, resolve incidents in scope, escalate out-of-scope incidents, arrange external on-site support, follow up with external support organizations, communicate progress to clients, close resolved incidents, provide feedback to Line Manager
Seniority
Junior, 1+ year experience