1st Line IT support (12 hr Shift Work, 4 days on 4 days off)
Hours: 6am - 6pm UK time (Day) and 6pm - 6am UK Time (Night) - 4 Days on/ 4 Days off (with double pay when shifted on SA Public Holidays)
Location: Remote for now, as the team grows there will be a hybrid model - 2 days in office
(Must be based in Cape Town)
Job description
As a member of our team, you'll have the opportunity to work with variety of technologies and provide exceptional service to our customers.
The role will be office /hybrid based with most calls being taken via phone and
email, using remote support tools to provide First Contact Fixes and escalating
higher level tickets to the UK and Spain-based Support teams.
With 12-hour shifts on a 4-day on, 4-day off basis, you'll have plenty of time to recharge and pursue your interests outside of work. With onboarding and the first month being Monday to Friday, 9 AM to 5 PM, you'll have plenty of time to settle into your new role.
With us, you will have the chance to work with a global team and be part of a multi-functional Service business but you will also have endless
opportunities for personal development and career growth.
KEY RESPONSIBILITIES:
Prioritising and categorizing inquiries
Respond to customer support requests by following the agreed
procedures and/or using available information resources and advising user
on appropriate action
Analysis and prioritization of Incidents/Service Requests in alignment
with the user/customer SLA
Dispatch Incidents/Service Request to the 3rd parties support teams and
follow them up on behalf of the affected user
As part of a global support team, ensuring compliance to the Information
Security guidelines and regulations
