We’re looking for a proactive and customer-focused Support Technician to join our fast-paced FLR (First Line Response) team. Supporting an international customer base, you’ll play a key role in delivering high-quality technical assistance, managing tickets efficiently, and ensuring an exceptional service experience for all end users.
If you excel in troubleshooting, love problem-solving, and deliver outstanding customer service, we’d love to hear from you.
🔧 What You’ll Be Doing
* Manage and monitor ticket queues, ensuring all customer requests are handled promptly.
* Triage, route, and troubleshoot inbound support tickets to achieve swift, effective resolutions.
* Provide technical support across business software applications, including Microsoft Office.
* Administer user account provisioning and access control.
* Log calls, provide basic technical support, and proactively follow up on open tickets.
* Own and manage tickets throughout their lifecycle in line with the ITIL framework.
* Deliver clear, timely updates to customers via phone and email.
* Perform capability gap analysis and contribute to continual service improvements.
* Ensure all work is completed within defined SLAs to maintain high service standards.
* Collaborate effectively with the wider FLR and technical teams.
🌍 Role Scope
You’ll support an international customer base and operate in a dynamic environment that requires adaptability, strong communication, and excellent customer service skills.
🛠️ What You’ll Bring
* Proven knowledge of computer systems, hardware, and software fundamentals.
* Strong support skills across Microsoft products, including:
* Windows 10 (deployment & support)
* Office 365 (user & group management)
* Active Directory (user account creation, distribution/security groups)
* Ability to configure devices such as printers and other peripherals within Windows OS.
* Basic understanding of Azure services.
* Experience with device OS installation, re-imaging, and cross-platform troubleshooting (ping, traceroute, etc.).
* Familiarity with ITIL best practices and tools such as ServiceNow.
* Excellent customer service, call handling, and communication skills.
* Strong incident management and hardware/software troubleshooting capabilities.