Respond to tickets in the helpdesk.
Diagnose and troubleshoot technical issues.
Ask targeted questions to understand the root of the problem quickly.
Handle issues in the helpdesk through to resolution, within agreed time limits.
Communicate with clients through a series of actions, either via phone, email, or chat, until they resolve a technical issue.
Appropriately escalate unresolved issues to the appropriate internal teams (e.g. software developers).
Provide prompt and accurate feedback to customers.
Refer to the internal database or external resources to provide accurate tech solutions.
Work with colleagues to jointly investigate issues and share knowledge that may help achieve a resolution.
Record all issues properly.
Prioritise and manage multiple open issues simultaneously.
Document technical knowledge in the form of notes and manuals.
Maintain jovial relationships with clients.

Requirements

Excellent customer service skills.
Knowledge of networking - TCP/UDP, routing, NAT, firewall configuration, etc.
Knowledge of the Linux operating system, including its filesystem structure, commands, and services.
Knowledge of typical Microsoft applications, including Exchange, RDS, SharePoint, and Microsoft Windows Server operating systems.
Excellent communication skills, both written and verbal, in English.

Benefits

Working as part of an outgoing and friendly team.
Exciting opportunity to develop new skills in a dynamic environment with a global customer base.
Being part of a company that genuinely cares about our customers and staff.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

networkingTCPUDProutingNATfirewall configurationLinux operating systemMicrosoft ExchangeMicrosoft RDSMicrosoft SharePoint

Soft Skills

customer service skillscommunication skillsproblem-solvingteam collaborationtime managementdocumentationescalationclient relationship management