Career Opportunity
About Us
We are a global IT services provider with extensive expertise in cloud, data center, endpoint management, and security solutions. Our diverse team delivers on our mission through state-of-the-art integration and warehouse centers and global technology partnerships.
Key Responsibilities
1. Technical Support
- Provide first- and second-line support via email and remote tools.
- Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
- Log, track, and manage incidents and service requests across various platforms.
2. Client Interaction
- Deliver a professional, customer-focused experience during all interactions.
- Translate technical issues into clear, user-friendly language.
- Escalate unresolved issues appropriately and ensure timely follow-up.
3. Service Management
- Adhere to ITIL-aligned processes for incident, problem, and change management.
- Monitor and meet SLA requirements for all client requests.
- Identify opportunities to enhance service delivery and client satisfaction.
4. Collaboration & Documentation
- Work closely with internal teams and vendors to resolve complex issues.
- Maintain accurate documentation of incidents, changes, and resolutions.
- Create and update knowledge base articles for recurring issues.
5. Tools & Technology
- Use and support applications such as Office 365, Salesforce, and Slack.
- Administer user accounts, permissions, and configurations.
- Stay current with emerging technologies and best practices.