Description IT SUPPORT TECHNICIAN JOB DESCRIPTION Position : IT Support Technician Department : I nformation Technology Reporting To : IT Support Supervisor and IT Support Manager Position Type : Permanent I. Job Summary The IT Support Technician serves as the first point of contact for users in the Global region, working closely with the Ria Global IT Support Team across APAC, Americas, and Europe. Serving as the initial point of contact, this position demands a professional consulting mindset, prioritizing business solutions and internal user support. The role involves interaction with all levels of the company. II. Duties and Responsibilities Work as an IT Support Technician to collaboratively resolve technical issues. Serve as the first point of contact with the first level of troubleshooting for users seeking technical assistance for the Global region . Determine the best solution based on the issue and details provided by users. Respond to and log all inquiries received from users via walk in, telephone, email, or ticketing tools . Keep well documented and updated case notes on all tickets on a daily basis. Provide day-to-day updated communication to users on outstanding ticket status. Ask and gather intelligent questions about the user’s business and accurately record in ticketing system. Identify, analyze, troubleshoot, and resolve users service requests. Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction. Maintain the inventory of user -owned equipment in the office for repair and ensure it is completed in a timely manner. Provide first level support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing users requests for password and user account administration based on documented procedures. Manage multiple cases at one time. Set up and configure new computers based on documented procedures. Rebuild, repair, and/or upgrade computers based on documented procedures. Create and maintain user -related documentation. Identify and suggest possible improvements on procedures and resolution. Assist on Technical Procurement process. Standard working hours are Monday to Friday, from 9:00 AM to 6:00 PM, inclusive of lunch hour. Saturdays and Sundays are designated as off days. Available to work on public holidays and weekends if required. III. Job Requirements/ Qualification Candidate must possess at least a Bachelor’s / College Degree in Computer Science and equivalent. With 2-5 years overall IT Support / help desk experience. Proven experience as a help desk technician or other User support role Good understanding of IT technical and s ystem Ability to diagnose and resolve basic technical issues. Proficiency in English Excellent communication skills User -oriented and cool-tempered IV. Competencies and Skills Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes Basic Knowledge on Active Directory / Domain / Windows / Office 365 /MS Azure /MS Intune /MAC OS (Outlook/Word/Excel/PowerPoint/Access/Project/Visio) / Security Application – Antivirus/Proxy / Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN Knowledge/experience on Server Virtualization -VMWare / DHCP / DNS / IT Monitoring Tools / IT Service Escalation process/SLA -Priority/Severity/Change management IT Assets & Inventory Virtual Desktop Interface The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
Description IT SUPPORT TECHNICIAN JOB DESCRIPTION Position : IT Support Technician Department : Information Technology Reporting To : IT Support Supervisor and IT Support Manager Position Type : Permanent I. Job Summary The IT Support Technician serves as the first point of contact for users in the Global region, working closely with the Ria Global IT Support Team across APAC, Americas, and Europe. Serving as the initial point of contact, this position demands a professional consulting mindset, prioritizing business solutions and internal user support. The role involves interaction with all levels of the company. II. Duties and Responsibilities Work as an IT Support Technician to collaboratively resolve technical issues. Serve as the first point of contact with the first level of troubleshooting for users seeking technical assistance for the Global region. Determine the best solution based on the issue and details provided by users. Respond to and log all inquiries received from users via walk in, telephone, email, or ticketing tools. Keep well documented and updated case notes on all tickets on a daily basis. Provide day-to-day updated communication to users on outstanding ticket status. Ask and gather intelligent questions about the user’s business and accurately record in ticketing system. Identify, analyze, troubleshoot, and resolve users service requests. Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction. Maintain the inventory of user-owned equipment in the office for repair and ensure it is completed in a timely manner. Provide first level support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing users requests for password and user account administration based on documented procedures. Manage multiple cases at one time. Set up and configure new computers based on documented procedures. Rebuild, repair, and/or upgrade computers based on documented procedures. Create and maintain user-related documentation. Identify and suggest possible improvements on procedures and resolution. Assist on Technical Procurement process. Standard working hours are Monday to Friday, from 9:00 AM to 6:00 PM, inclusive of lunch hour. Saturdays and Sundays are designated as off days. Available to work on public holidays and weekends if required. III. Job Requirements/ Qualification Candidate must possess at least a Bachelor’s / College Degree in Computer Science and equivalent. With 2-5 years overall IT Support / help desk experience. Proven experience as a help desk technician or other User support role Good understanding of IT technical and system Ability to diagnose and resolve basic technical issues. Proficiency in English Excellent communication skills User-oriented and cool-tempered IV. Competencies and Skills Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes Basic Knowledge on Active Directory/Domain/Windows/Office 365/MS Azure/MS Intune/MAC OS (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)/Security Application – Antivirus/Proxy/Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN Knowledge/experience on Server Virtualization -VMWare/DHCP/DNS/IT Monitoring Tools/IT Service Escalation process/SLA -Priority/Severity/Change management IT Assets & Inventory Virtual Desktop Interface The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
Description JOB DESCRIPTION Name : Position : Customer Care Representative Department : Customer Care Reporting To : Customer Care Supervisor & Customer Care Manager Position Type : Full Time I. Job Summary Customer Service Representative will work closely with other team members to provide information to our customers about their transactions, profiles and general inquiries about our products and services. II. Duties and Responsibilities Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and /or escalate the issue if necessary. Keeping up to date with all new changes and information which may be relevant to your position you need to be knowledgeable. Manage Customer Care queries received on the assigned channel, this can be Chat, phones, tickets and selected Social Media sites Consistently meets the assigned KPIs for the assigned channel. Understands the importance of Privacy and follows the legislation and procedures accordingly Maintains customer records by updating customer information. Recommends changes which may be needed to management by collecting customer information and analysing customer needs. Contributes to the CS team by assisting to accomplish department goals. Follows all internal procedures and polices Manage excellent relationships with all Ria's Stakeholders, from customers to correspondents. Completes assigned tasks and shift responsibilities daily Develops and Maintains relationships throughout the organization between agents, correspondents and staff Maintains customer satisfaction in high levels. Follows all internal procedures and polices. Understands the importance of Privacy and follows the legislation and procedures accordingly Report all incidents, hazards and injuries as soon as possible (within the same shift) to the appropriate person Participate in all WHS training and emergency evacuation drills as requested. Other duties, special projects, and special reporting as assigned without extra remuneration III. Job Requirements/ Qualification Bachelor’s Degree in any related field Atleast 2 years’ experience in related field Highly driven with passion for excellence in customer service Fluent in English IV. Competencies and Skills Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice. Understanding of company products, services, and policies. Proficiency with computers and strong typing skills. Ability to ask prying questions and diffuse tense situations. Strong time management and decision-making skills. Adaptability and accountability to build a career within the company. Fluency in multiple languages may be desired. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements. Acceptance I, ______________________________________, Government ID. / Passport No: _________________________ hereby accept the above Annex B – Job Description. Signature:___________________________ Date:_______________________
Description IT SUPPORT TECHNICIAN JOB DESCRIPTION Position : IT Support Technician Department : Information Technology Reporting To : IT Support Supervisor and IT Support Manager Position Type : Permanent I. Job Summary The IT Support Technician serves as the first point of contact for users in the Global region, working closely with the Ria Global IT Support Team across APAC, Americas, and Europe. Serving as the initial point of contact, this position demands a professional consulting mindset, prioritizing business solutions and internal user support. The role involves interaction with all levels of the company. II. Duties and Responsibilities Work as an IT Support Technician to collaboratively resolve technical issues. Serve as the first point of contact with the first level of troubleshooting for users seeking technical assistance for the Global region. Determine the best solution based on the issue and details provided by users. Respond to and log all inquiries received from users via walk in, telephone, email, or ticketing tools. Keep well documented and updated case notes on all tickets on a daily basis. Provide day-to-day updated communication to users on outstanding ticket status. Ask and gather intelligent questions about the user’s business and accurately record in ticketing system. Identify, analyze, troubleshoot, and resolve users service requests. Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction. Maintain the inventory of user-owned equipment in the office for repair and ensure it is completed in a timely manner. Provide first level support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing users requests for password and user account administration based on documented procedures. Manage multiple cases at one time. Set up and configure new computers based on documented procedures. Rebuild, repair, and/or upgrade computers based on documented procedures. Create and maintain user-related documentation. Identify and suggest possible improvements on procedures and resolution. Assist on Technical Procurement process. Standard working hours are Monday to Friday, from 9:00 AM to 6:00 PM, inclusive of lunch hour. Saturdays and Sundays are designated as off days. Available to work on public holidays and weekends if required. III. Job Requirements/ Qualification Candidate must possess at least a Bachelor’s / College Degree in Computer Science and equivalent. With 2-5 years overall IT Support / help desk experience. Proven experience as a help desk technician or other User support role Good understanding of IT technical and system Ability to diagnose and resolve basic technical issues. Proficiency in English Excellent communication skills User-oriented and cool-tempered IV. Competencies and Skills Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes Basic Knowledge on Active Directory/Domain/Windows/Office 365/MS Azure/MS Intune/MAC OS (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)/Security Application – Antivirus/Proxy/Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN Knowledge/experience on Server Virtualization -VMWare/DHCP/DNS/IT Monitoring Tools/IT Service Escalation process/SLA -Priority/Severity/Change management IT Assets & Inventory Virtual Desktop Interface The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
Description JOB DESCRIPTION Name : Position : Customer Care Representative Department : Customer Care Reporting To : Customer Care Supervisor & Customer Care Manager Position Type : Full Time I. Job Summary Customer Service Representative will work closely with other team members to provide information to our customers about their transactions, profiles and general inquiries about our products and services. II. Duties and Responsibilities Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and /or escalate the issue if necessary. Keeping up to date with all new changes and information which may be relevant to your position you need to be knowledgeable. Manage Customer Care queries received on the assigned channel, this can be Chat, phones, tickets and selected Social Media sites Consistently meets the assigned KPIs for the assigned channel. Understands the importance of Privacy and follows the legislation and procedures accordingly Maintains customer records by updating customer information. Recommends changes which may be needed to management by collecting customer information and analysing customer needs. Contributes to the CS team by assisting to accomplish department goals. Follows all internal procedures and polices Manage excellent relationships with all Ria's Stakeholders, from customers to correspondents. Completes assigned tasks and shift responsibilities daily Develops and Maintains relationships throughout the organization between agents, correspondents and staff Maintains customer satisfaction in high levels. Follows all internal procedures and polices. Understands the importance of Privacy and follows the legislation and procedures accordingly Report all incidents, hazards and injuries as soon as possible (within the same shift) to the appropriate person Participate in all WHS training and emergency evacuation drills as requested. Other duties, special projects, and special reporting as assigned without extra remuneration III. Job Requirements/ Qualification Bachelor’s Degree in any related field Atleast 2 years’ experience in related field Highly driven with passion for excellence in customer service Fluent in English IV. Competencies and Skills Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice. Understanding of company products, services, and policies. Proficiency with computers and strong typing skills. Ability to ask prying questions and diffuse tense situations. Strong time management and decision-making skills. Adaptability and accountability to build a career within the company. Fluency in multiple languages may be desired.
Description IT SUPPORT TECHNICIAN JOB DESCRIPTION Position : IT Support Technician Department : Information Technology Reporting To : IT Support Supervisor and IT Support Manager Position Type : Permanent I. Job Summary The IT Support Technician serves as the first point of contact for users in the Global region, working closely with the Ria Global IT Support Team across APAC, Americas, and Europe. Serving as the initial point of contact, this position demands a professional consulting mindset, prioritizing business solutions and internal user support. The role involves interaction with all levels of the company. II. Duties and Responsibilities Work as an IT Support Technician to collaboratively resolve technical issues. Serve as the first point of contact with the first level of troubleshooting for users seeking technical assistance for the Global region. Determine the best solution based on the issue and details provided by users. Respond to and log all inquiries received from users via walk in, telephone, email, or ticketing tools. Keep well documented and updated case notes on all tickets on a daily basis. Provide day-to-day updated communication to users on outstanding ticket status. Ask and gather intelligent questions about the user’s business and accurately record in ticketing system. Identify, analyze, troubleshoot, and resolve users service requests. Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction. Maintain the inventory of user-owned equipment in the office for repair and ensure it is completed in a timely manner. Provide first level support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing users requests for password and user account administration based on documented procedures. Manage multiple cases at one time. Set up and configure new computers based on documented procedures. Rebuild, repair, and/or upgrade computers based on documented procedures. Create and maintain user-related documentation. Identify and suggest possible improvements on procedures and resolution. Assist on Technical Procurement process. Standard working hours are Monday to Friday, from 9:00 AM to 6:00 PM, inclusive of lunch hour. Saturdays and Sundays are designated as off days. Available to work on public holidays and weekends if required. III. Job Requirements/ Qualification Candidate must possess at least a Bachelor’s / College Degree in Computer Science and equivalent. With 2-5 years overall IT Support / help desk experience. Proven experience as a help desk technician or other User support role Good understanding of IT technical and system Ability to diagnose and resolve basic technical issues. Proficiency in English Excellent communication skills User-oriented and cool-tempered IV. Competencies and Skills Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes Basic Knowledge on Active Directory/Domain/Windows/Office 365/MS Azure/MS Intune/MAC OS (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)/Security Application – Antivirus/Proxy/Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN Knowledge/experience on Server Virtualization -VMWare/DHCP/DNS/IT Monitoring Tools/IT Service Escalation process/SLA -Priority/Severity/Change management IT Assets & Inventory Virtual Desktop Interface The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
Description JOB DESCRIPTION Name : Position : Customer Care Representative Department : Customer Care Reporting To : Customer Care Supervisor & Customer Care Manager Position Type : Full Time I. Job Summary Customer Service Representative will work closely with other team members to provide information to our customers about their transactions, profiles and general inquiries about our products and services. II. Duties and Responsibilities Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and /or escalate the issue if necessary. Keeping up to date with all new changes and information which may be relevant to your position you need to be knowledgeable. Manage Customer Care queries received on the assigned channel, this can be Chat, phones, tickets and selected Social Media sites Consistently meets the assigned KPIs for the assigned channel. Understands the importance of Privacy and follows the legislation and procedures accordingly Maintains customer records by updating customer information. Recommends changes which may be needed to management by collecting customer information and analysing customer needs. Contributes to the CS team by assisting to accomplish department goals. Follows all internal procedures and polices Manage excellent relationships with all Ria's Stakeholders, from customers to correspondents. Completes assigned tasks and shift responsibilities daily Develops and Maintains relationships throughout the organization between agents, correspondents and staff Maintains customer satisfaction in high levels. Follows all internal procedures and polices. Understands the importance of Privacy and follows the legislation and procedures accordingly Report all incidents, hazards and injuries as soon as possible (within the same shift) to the appropriate person Participate in all WHS training and emergency evacuation drills as requested. Other duties, special projects, and special reporting as assigned without extra remuneration III. Job Requirements/ Qualification Bachelor’s Degree in any related field Atleast 2 years’ experience in related field Highly driven with passion for excellence in customer service Fluent in English IV. Competencies and Skills Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice. Understanding of company products, services, and policies. Proficiency with computers and strong typing skills. Ability to ask prying questions and diffuse tense situations. Strong time management and decision-making skills. Adaptability and accountability to build a career within the company. Fluency in multiple languages may be desired.