Global IT Support Engineer
Ten Group, South Africa
Job Description
Are you?
Obsessed with all things IT? Passionate about customer service? Cool and calm under pressure? Able to work independently? If so then read on
Overview
The IT Team operates 24x5 with oncall support at weekends. In order to offer a more efficient service to our APAC-based customers and our 24x7 offices, we need to have competent engineers working shifts to support these users. The role will not be a full time night shift, as we appreciate the requirement for the team to be able to engage with other global engineers and be involved in active learning so this would be rotated to enable the full benefit to all employees.
Who We Are
At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.
To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.be involved in active learning so this would be rotated to enable the full benefit to all employees.
Main Duties and Responsibilities
- Primarily working within a Service Desk type environment
- Provide telephonic IT support to internal clients along with team members based both locally and globally
- Monitoring of the inbound ticket queue and allocating to appropriate resources within the team
- Monitoring of the network management monitoring platform for any alets/events triggered
- Responding appropriately and dealing with incidents; service requests; queries and complaints in an effective manner (i.e. punctual; polite and with empathy)
- Taking ownership of incidents and service requests and responding to these within SLA and managing to resolution
- Contribute fully as an active team member and ensure personal and team objectives are achieved
- Undertake other tasks as assigned by management
- Maintain individual development along with your line manager
- Adopt a practical, methodical approach to identify and resolve issues
- Managing technical and hierarchical escalations as necessary
- Be able to work independently, be self-motivated and to take on responsibility for support delivery
- Liaise with the wider technology teams to coordinate interdependencies and resolve issues
- Liaise with 3rd party vendors that supply services to Ten
Requirements
Technical Skills amp; Qualifications
- Experience with all Windows OS’s; AD; basic knowledge of firewalls; general security issues; email troubleshooting; antivirus; backup software; office applications and printing
- Solid trouble shooting skills (e.g. AD; servers; workstations; databases; networking)
- Experience of Office 365 and Azure cloud capabilities related to desktop computing
- Technical experience of enterprise desktop applications e.g. MS Office, O365, Internet Explorer, Chrome
- Advanced Microsoft OS and desktop hardware troubleshooting
- Installation and building of workstations/servers
- Installation of print/scan devices
- In the event of being unable to remotely connect to a client's you need to have the ability to talk the client through the resolution (where possible)
- Ideally MCSE 2012 and CCNA certified
- Working knowledge of ITIL methodology
- Willingness to gain relevant qualification's and accreditation's as required by the business
Competencies
- Highly motivated with a passion for technology and technical detail
- A highly trustworthy individual, able to handle difficult situations and work under pressure
- Organised individual who is a good communicator and can discuss technical subjects with clients
- Ability to deal with global 3rd party vendors (e.g. ISP’s)
- Verbal communication - professional phone manner and ability to match the customer’s style/level of communication
- Written communication - ability to write professional emails and document knowledge clearly and concisely
- Ability to listen to c