24/7 1st Line Technical Support (12-hour shifts)

Why Ingram Micro?
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

What you’ll do?

• Provide first line technical support to Comms-care clients across an international base.

• Log all relevant incident/service request details, allocating categorization and prioritization codes.

• Provide first-line investigation and diagnosis using approved tools, systems and procedures.

• Resolve/fulfill incidents/service requests that are in scope.

• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or Vendor support contracts.

• Engage and arrange external technical and non-technical support where smart hands are required on-site.

• Follow-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.

• Own incidents/requests from ticket creation to resolution/fulfilment/closure.

• Close all resolved/fulfilled incidents/requests and other queries.

• Communicate with clients – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.

• Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.

• Maintain an exceptional level of client service during any engagements with Clients/3rd Parties/Internal Teams.

What you’ll bring

• University degree in Information Systems, Computer Science or similar background

• 1+ year experience in Customer Service/Contact Centre/Help Desk/Service Desk role.

• Advanced Skills in MS Office & awareness of ITSM tools

• CCENT knowledge, Network+ or equivalent

• Experience in fault diagnosis/troubleshooting and fulfilling requests.

• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations.

• Awareness/understanding of switching / Routing and Wi-Fi (Meraki/Aruba) technologies would be considered an advantage.

• Awareness/understanding of Unified Conferencing products (video, Teams) (desirable) would be considered an advantage.

• Awareness/understanding of Microsoft products would be considered an advantage.

• ITIL Foundation would be considered an advantage.

• Experience working in a multi-cultural/international environment.

• Excellent English verbal and written.

What you’ll receive

Apart from great parties, team spirit and a positive mindset, we also have:

• Competitive salary & Bonus system

• Additional health insurance and Life Insurance

• Food vouchers & Transport Allowance

• Well-being Program & Multisport card

• Referral and baby bonus

• Paid holiday days increasing in time.

• Language courses

• Free access to LinkedIn Learning Platform

• Great career growth and development opportunities

• Hybrid type of work

• Modern office space with free coffee and hot beverages

• Company discounts

• Recognition awards

We promise our recruitment process is not scary. It is even fully remote. Apply now!
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