1st Line Support (Shift Work)

Description:

1st Line IT support (12 hr Shift Work, 4 days on 4 days off)
Hours: 6am - 6pm UK time (Day) and 6pm - 6am UK Time (Night) - 4 Days on/ 4 Days off (with double pay when shifted on SA Public Holidays)
Location: Remote for now, as the team grows there will be a hybrid model - 2 days in office​
(Must be based in Cape Town)

Job description
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

Requirements:

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
 2 years 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