Provisioning/ First Line Support Engineer (UK Working Hours)
IT - Software / DB / QA / Web / Graphics / GIS
About the Employer
Job Description
SOFT
radiance
Radiance Soft (PVT) Ltd is a Software Development, Information Technology Services and Consultancy firm providing outsourcing services to companies worldwide. Having a strong presence in UK and Canada, Radiance soft has made its mark as a well-established and sound company driven by the industry's highly professional and trained individuals.
In our expansion plan we are seeking dynamic and ambitious individuals to join our team
WE ARE HIRING
Provisioning / First Line Support Engineer (UK working hours)
Exciting opportunity for an experienced Support Engineer to work in a rapidly expanding, 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
- Ensure customer records within the CRM are accurately updated providing full audit trail of all incidents/faults and service requests.
- 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
Skills Required
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)
Forward your detailed CV to [email protected] mentioning the position you are applying in the subject of the email.
Kindly indicate the below information on your resume:
- Expected Salary
- Availability to commence work
www.radiance-soft.com
No. 22, Castle Lane, Colombo 4
