Apprentice

PURPOSE

KEY RESPONSIBILITIES

• Incident Logging and Email Handling: Log incidents received via emails. Respond to customers (Internal and external) emails promptly, providing information and support as needed.
• Ticket Management: Responsible for opening, updating, and closing tickets in the IT Service Management (ITSM) tool.
• Daily Reporting in Excel: Run daily reports in Excel. These reports may include metrics related to incident volume, response times, or other relevant data.
• Quality Checks: Perform basic quality checks to ensure accuracy and adherence to established procedures.
• Dashboard Maintenance: Maintain tool dashboards used by the team.
• Stakeholder Coordination: Coordinate with internal and external stakeholders for various projects and incident management.
• Excel and Reporting Tasks: In addition to daily reporting, handle other Excel-related tasks as required.
• Primary troubleshooting network connectivity issues, ensuring proper network configurations.
• Readiness to work in rotational (Day and Night) shifts in team that provides 24x7 Support

EXPERIENCE

• Excellent customer communication skills both verbal and written in English.
• Fundamental understanding of computers and technology is essential.
• Knowledge of networking and web standards such as DNS, DHCP, TCP/IP,HTTPS
• Technical awareness in computer systems, software, and hardware.
• Ability to quickly learn new technologies.
• Excellent interpersonal skills, capable of working collaboratively in a team environment.
• Good knowledge of MS office.
• A proactive approach to problem-solving and a willingness to take on new challenges.

PROFESSION COMPETENCIES

• Info Gathering
• Customer Service and Service Excellence Attitude
• Technical Communication and aptitude

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Results Orientation
• Teamwork

EDUCATION & QUALIFICATIONS

• Diploma / Graduate degree with a preference for candidates holding a technical degree (Computer Science Electronic Engineering or equivalent Telecommunications in country qualification)

• 
  Any technical Certification/Exposure to Technologies is desirable.