Address
Form of workEstablished in 1992, Allied Worldwide Ltd is a leader in global outsourcing to a number of blue chip clients. With a presence across 5 continents, we employ more than 400 IT Professionals who provide local support onsite, and remote support via the global helpdesk.
As a fast-growing and dynamic Technology Outsourcing firm, we strive to constantly identify, attract, and secure the best skills, and most talented people available in the Technology industry.
Key responsibilities:
· Provide 2nd Line onsite desktop and application support services to end users
· Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
· Repair hardware and peripheral faults in conjunction with warranty providers
· Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
· Operate cohesively with the service desk team to maintain service levels
· All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
· Escalate all critical and high priority incidents to line and senior management
· Report recurring incidents to problem analyst teams and line management
· Proactively contribute to service improvement initiatives
· Provide technical expertise and assistance on project assignments
Technical skills required:
ESSENTIAL
· Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
· Excellent all round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
· Excellent support experience with mobile devices e.g. tablets and smartphones running iOS and Android OS
· Working knowledge of current and legacy hardware platforms
· Strong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent support.
· Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
· Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities
· Previous experience in the creation of technical support documentation
Experience & Qualifications:
· Minimum 3-5 years’ experience in 1st and 2nd Line Support, at least 3+ years at 2nd Line
Job Type: Full-time
Salary: $3,000.00 – $3,500.00 per month
Schedule:
- Monday to Friday
Expected Start Date: 20/03/2023
