1st line Support

As a member of our team, you'll have the opportunity to work with variety of technologies and provide exceptional service to our customers. The role will be office /hybrid based with most calls being taken via phone and email, using remote support tools to provide First Contact Fixes and escalating higher level tickets to the UK and Spain-based Support teams. With 12-hour shifts on a 4-day on, 4-day off basis, you'll have plenty of time to recharge and pursue your interests outside of work. With onboarding and the first month being Monday to Friday, 9 AM to 5 PM, you'll have plenty of time to settle into your new role. With us, you will have the chance to work with a global team and be part of a multi-functional Service business but you will also have endless opportunities for personal development and career growth.

KEY RESPONSIBILITIES:

 Prioritising and categorizing inquiries

 Respond to customer support requests by following the agreed procedures and/or using available information resources and advising user on appropriate action

 Analysis and prioritization of Incidents/Service Requests in alignment with the user/customer SLA

 Dispatch Incidents/Service Request to the 3rd parties support teams and follow them up on behalf of the affected user

 As part of a global support team, ensuring compliance to the Information

Security guidelines and regulations

YOU BRING THESE SKILLS, EXPERIENCE, EDUCATION:

 Fluent English and Spanish language skills are mandatory, spoken and written

 Good knowledge of PC hardware and software

 Windows OS (7 and above), Windows advanced troubleshooting

 MS Office and O365 administration and support for businesses

 Active Directory knowledge or experience

 1 year of experience working in a similar service desk role is desirable

 Enthusiasm for continuous learning and interest in the latest technologies

KEY COMPETENCIES:

 Ability to communicate clearly and professionally

 High customer orientation and emphasis

 Methodical and structural working approach

 Active listening

 Analytical skills and problem-solving skills

 Quality orientation and solving problems sustainable

 Team player