Technical Support Engineer - Associate

Title: Technical Support Engineer - Associate

Purpose of the Position:

Provide technical support to users for a wide range of computer-related issues.

Actively partnering with team members, regional stakeholders, and local markets, you will play a key role in delivering technical support for the Local and Global Markets.

You will receive incoming calls and requests from users, and other GTS Personnel, and will be responsible for troubleshooting, analysing, and resolving user problems.

Run queries and tests to identify root causes of system errors.

Conduct research to identify known and emerging issues and write appropriate documentation for workarounds and fixes.

Recommend solutions to users to resolve their problem, help them implement the solution and confirm that problem has been resolved.

In case problem cannot be resolved, escalate problem to the next level.

Present relevant network support reports professionally and succinctly (both written and oral) to senior customer staff.

Plan and participate in Knowledge Transfer for services / system enhancements.

Interact with other technical staff to understand problems and relay information to less experienced agents and /or users; set Users expectations about problem resolution.

What we are looking for

Qualifications:

Mandatory Certifications:

ITIL Foundation Certification – IT Service Management required.

Microsoft 365 Certified: Fundamentals

Microsoft 365 Certified: Modern Desktop Administrator Associate

Bachelor’s Degree or equivalent

Experience:

Proven experience 3-7 years working experience with Support Operations Microsoft Cloud Technologies, O365 suite, MS Azure.

Other technologies i.e., Service Now, RingCentral will be beneficiary.