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Responsibilities:
- Process enquiries, problems, and requests from customers.
- Log all calls in the Call Management application.
- Provide first-time fix resolution where possible.
- Fulfill remote requests for access, hardware, and software.
- Manage queues, prioritizing, updating, and escalating issues.
- Progress calls to 2nd/3rd line resolver groups when needed.
- Document fixes, share knowledge, and publish to customers.
- Support software and applications like Microsoft Office and SAP.
- Troubleshoot hardware like laptops and desktops.
Requirements:
- Diploma in any field.
- Proficiency in written and spoken English.
- Strong analytical skills and problem-solving mindset.
- Customer-focused mentality and professional telephone manner.
- Ability to work 12-hour shifts.
- Interest in fault finding and diagnosing issues.
- Outstanding punctuality, dependability, and reliability.
- Ability to work calmly under pressure.
- Flexibility to adapt to changing priorities.
Benefits:
- Hybrid working for increased flexibility.
- Opportunities for professional growth and skill enhancement.
- Inclusive organizational culture promoting diversity.
- Collaboration with experts in the cyber defense industry.
