A Leading UK IT Company based in Colombo is looking for Provisioning / First Line Support Engineer.
Exciting opportunity for an experienced Support Engineer to work in a rapidly expand-ing, high caliber Cloud Communications & IT Service Provider. Responsibilities will be working with the support team, helping answer support calls and resolving cases.
The company offers a competitive salary, extensive benefits, and the opportunity to work in a value driven culture that provides strong personal and professional development opportunities.
Responsibilities :
• Primary contact for all inbound calls to the support queue and tickets.
• Manage faults and requests.
• Taking support calls and raising cases via our support system.
• Troubleshooting network, phone and phone system issues.
• Logging into customers’ systems remotely via our remote support software to fix possible issues.
• Following escalation procedures when required.
• Retain knowledge of network products/services as well as manufacturer hardware and support.
• Own and be fully accountable for all 1st line incidents/faults/service requests through to final resolution and satisfactory. resolution
Requirements :
• Fluency in English language is mandatory.
• Requires strong telephone communication skills.
• Excellent verbal/written English skills.
• A technical background is essential, knowledge of relevant technologies; VOIP, Unified Communications, Cloud Services (1 years’ experience is desirable).
• A technical background in Virtualisation, Hosting, Networking, Storage etc (desirable).
• An exceptional customer service mindset (essential).
• Maintain a high standard of work and professionalism (essential).
• Logical approach to problem solving (essential).
• Ability to work unsupervised and diligently (essential).
• Able to identify when a problem may require escalation (essential).
• Excellent time management and priority determination skills (essential).
• Personal determination to increase knowledge and competences (essential