Application Technician – Datacair INT NBO LTD

Job Title: Group Application Technician.

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Group Application Technician plays an important role in making sure that happens.

The Group Application Technician handles all level of support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Group Application Technician can get help from or escalate issues to other members in Helpdesk Team in the UK, Nairobi and Switzerland or Development Teams

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

  • Providing a point of contact for customers through our helpdesk, be that via phone, email or ticket
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with face to face and remote troubleshooting
  • Assist in investigating and resolution of Helpdesk Tickets
  • Escalate Tickets
  • Ability to record and describe and Illustrate steps already taken to resolve Clients issues to Development Teams.

USE OF OUR TICKETING SYSTEM

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process!

PROJECT WORK

  • From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise Group Application Technician may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

  • Escalate tickets that require Senior Helpdesk Engineer support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the IT Manager and Clients

TEAM WORK

  • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the IT Manager, Technical Director

SKILLS AND ATTRIBUTES

DESIRED

  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • An understanding of support tools, techniques and how technology is used to provide services
  • Strong understanding of operating systems, business applications, printing systems and network systems
  • A deep desire to deliver an amazing Client Experience
  • Knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • IT literate – Advanced user level
  • The ability to keep up with & adapt to the fast-paced IT world
  • Ability to work alone or as part of a team.
  • Self-Motivated
  • Willingness to learn and get “Stuck in” with in-house Applications

NICE TO HAVE

  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Client Experience Certifications such as Helpdesk Habits etc.

NOTE:

This role will require mandatory night shifts to cover the needs of a 24/7 business

Kindly email applications to [email protected] to be received by Friday 14th June 2024. Ensure to include CV, Cover Letter and LinkedIn address.

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