Job Description

The ideal candidate will be working full-time as part of a small but highly effective team, reporting to the Services and Support Manager.

Your key focus and responsibility will be attending to incoming queries, requests, and issues, ensuring clients get a quick response, and system integrators get all the required information they require to provide effective support. You will provide fast level 1 to level 2 first line support on Omnitronics software and hardware (products). This will also include the processing of hardware return request, internal IT related request/support, and administrative project tasks.

Responsibilities

• Provides first-line support on Omnitronics solutions (software or hardware products), guaranteeing fast level 1 to level 2 support.
• Follow ticket movements, assisting and/or reminding ticket assignees on providing updates to clients.
  Manage the escalation of support tickets to system integrators and support engineers.
• Participate in the rostered Global 24/7/365 Support Standby schedule to ensure support availability.
• Assisting in the processing of hardware return requests (RMAs) and internal IT related request and or support.
• Maintain team member and customer data.
• Provide administrative support to the project team and ensure project related activities are up to date.
• Provide weekly, monthly, and quarterly reports, giving insights into the support ecosystem.
• Monitor the performance of services against service level agreements (SLAs), recommending performance improvements.
• Track satisfaction levels of provided support received from clients.
• Review Jira Helpdesk operations (i.e. processes and workflows) on an ongoing basis, looking for improvement areas.
• Assist in company security compliance, as stipulated in client S&M agreements.
• Add value, to the organisation, by providing a professional, competent, consistent, efficient, and friendly engagement with clients, to ensure happy, lifetime clients.
• There might be times when additional duties and/or responsibilities are required.

About You

• Demonstrated Experience with helpdesk/service desk ticketing systems.
• Experience in radio (DMR, P25, TETRA) preferred, but not essential.
• Excellent problem solving and well-developed theoretical and analytical skills, including the ability to provide innovative solutions to resolve problems and issues.
• The ability to manage, prioritise, and track multiple responsibilities.
• Windows OS and Microsoft 365 proficient.
• Effective communication and interpersonal skills.
• Ability to work in a team environment.
• Dedicated team player with ability to multi-task.
• Well organised with high attention to detail.