Technical Support Officer at ICS Outsourcing Limited

Responsibilities

• Responsible for incident management, proper fault reporting, escalation, customer engagement and management
• Provide 24 hours support per week to customers specifically level 1 support and some level 2 diagnostics
• Analyze production network issues to suggest corrective action
• Utilize troubleshooting mechanisms and escalation processes to close out tickets
• Administer service requests and official communication processes
• Aid in ticket management and reporting tasks
• Channel customers’ queries to the right department/person.
• Provide feedback on customer enquiries outside working hours
• Responsible for ensuring required reports are prepared and documented accordingly.
• Ensure all Service requests are fulfilled.

Qualifications

• Bachelor’s degree or equivalent in any discipline with at least 2 years work experience in a related field

Competencies Required:

• Time & self-management skills.
• Good Interpersonal skills and Customer Service Orientation.
• Effective Communication and good command of written/spoken English.
• Proficiency with MS Office Applications.

Demands of the job:

• Ability and willingness to meet tight deadlines.
• Good research skills.
• Ability to work with minimal supervision.
• High level of integrity and professionalism.
• Confidentiality in dealing with sensitive information
• • Working after office hours and weekends may sometimes be required