Responsibilities:

• Provide IT related service to end users on a variety of issues by identifying, researching, and resolving technical problems.
• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, KPI’s (key performance index), meeting or exceeding customer’s requirements and expectations. Customer complaints are fully addressed and escalated when required.
• Manage Vendor, Supplier & ISP. Effectively coordinate with Vendors, Suppliers and ISPs for a smooth IT Service Delivery in region.
• Manage Incidents and Service Requests effectively; ensuring information is captured in the IT Service Management Tool for future reference and analysis, in line with ITIL principles.
• Contribute to the effective management of assets. All movement and acquisition of assets are tracked in the Asset Management Tool for compliance and audits.
• Thoroughly investigate end-user’s issues, interact with internal teams, as well as external 3rd parties and escalate the cases appropriately as and when needed.
• Actively seek solutions to end-user needs, communicate trends to management, and suggest innovative solutions on behalf of the end-user.
• Demonstrate appropriate sense of urgency for response time and service levels.
• Create and maintain FAQ documents as needed to be uploaded on the centralized Knowledge Base.
• Identify, troubleshoot, and resolve end user facing IT issues, document problems and solutions.
• Participate in workgroups, be the voice of the customer and support continuous improvement projects.
• Provide end-user service through phone, e-mail and/or face-to-face meetings.
• Track outbound and inbound communication (phone, email and chat support).

In addition to the responsibilities listed herein, the employee may be required to perform other ad-hoc tasks as needed or directed by the supervisor or management. These tasks will be within the reasonable scope of the employee's skills, capabilities, and role within the organization. The intent of this provision is to allow for flexibility and adaptability in meeting the dynamic needs of the organization, ensuring that operational requirements can be met efficiently. All such tasks will be assigned considering the employee's current workload and with respect to their professional development.

Knowledge/ Qualification/ Training/ Certification:

• Bachelor of Science in Computer Science, Information Technology, Computer Engineering or Equivalent preferred.
• 1-3 years of experience in IT Help Desk / Service Desk role required.
• Strong Infrastructure (L2 support and configuration) expertise and exposure (systems, network, user end computing devices).
• Business Applications (L1 configuration & support).
• Windows Operating systems - Understanding of Cloud Technologies.
• Active Directory, Exchange Online/On-Premise.
• IT Ticketing Systems (IT Service Management – ITSM Tool) based on ITIL v3 framework.
• Computer, Printer, IT Peripherals, Smart Devices (smartphone, tablet etc).
• ITIL v3/4 Foundation, MCDST (Microsoft Certified Desktop Support Technician), MCP, other relevant certifications preferred.
• IT Ticketing System (Servicedesk, ServiceNow, Freshservice) preferred.
• Understanding and knowledge about cloud computing and concepts, as well as Office365 / M365 (Azure, SharePoint, OneDrive, Exchange Online etc.), IaaS, SaaS, DaaS, PaaS etc.
• Knowledge about supporting Engineering Applications (Autodesk, Bentley, Primavera etc.), Productivity applications and other standard applications / software.

Communication:

• Excellent command of the English language in both oral and written communication and skills.
• Fluency in Spanish preferred.
• Consistently demonstrate clear and polite written and verbal communication skills alongside being comfortable in an end-user facing technical role requiring solid technical capability.

Behavior/ Core Competencies:

• Must be a team-player, should have ability to work in a team-oriented and collaborative environment.
• Strong problem-solving skills and positive attitude to complete given tasks & problems.
  

HSSEQ:

The Employee shall observe the Health, Safety, Sustainability, Environment and Quality rules of the Company; it’s clients and the governing authorities of the host country.