Key Roles and Responsibilities:
- Monitors the public cloud, NTT and client infrastructure and solutions
- Identifies problems and errors prior to or when they occur
- Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigates first line incidents assigned and identifies the root cause of incidents and problems
- Fulfills approved requests following agreed procedures
- Provides telephonic or chat support to clients when required
- Executes approved maintenance activities including patching and configuration changes
- Follows the required handover procedures for shift changes to ensure service continuity
- Reports and escalates incidents where necessary
- Ensures the efficient and comprehensive resolutions of incidents and requests
- Proactively identifies opportunities for work optimization
- Updates existing knowledge articles or creates new ones
- Identifies opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities
Knowledge, Skills and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications and Certifications:
- Diploma, bachelor's degree, or relevant qualification in Information Technology/Computing (or demonstrated equivalent work experience)
- CCNA or equivalent certification
- M365 Beginner Certs
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
Required Experience:
- Entry-level experience or completion of the relevant intern programme
- Entry-level experience with troubleshooting and providing the support required in network / voice / collaboration / Contact Centre administration and monitoring Services within a medium to large ICT organisation
- Working knowledge of voice, video and other collab modalities
