Location: Fully Remote
UK Working Hours: 12-hour shifts on a 4-day on, 4-day off basis (Day & Night Shift)
About Our Client:
Established in 1974, we provide business-to-business solutions in a highly service-orientated and cost effective manner driven by providing the maximum possible value. We are headquartered in Barnsley, and have offices in Lincoln, Durham and Malaga. Our goal has never changed since we were established in 1974: to evolve and adapt alongside our customers, providing access to market leading technologies, expertise and to always provide a customer focused service that will remain affordable, reliable and driven by innovation
Job Description:
Our client is looking for a 1st Line IT Support professional to join their growing team. This role requires an expert in providing excellent customer service while working with various technologies. The role will be office/hybrid based, with most calls being handled via phone and email, utilizing 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. The onboarding process, including the first month, will be Monday to Friday, 9 AM to 5 PM UK time, allowing ample time to settle into your new role. At Contrac, you will have the opportunity to work with a global team and be part of a multi-functional service business, offering endless opportunities for personal development and career growth.
Key Responsibilities:
- Prioritizing and categorizing inquiries.
- Respond to customer support requests by following agreed procedures and/or using available information resources, advising users on appropriate actions.
- Analyze and prioritize Incidents/Service Requests in alignment with user/customer SLA.
- Dispatch Incidents/Service Requests to 3rd party support teams and follow up on behalf of the affected user.
- As part of a global support team, ensure compliance with Information Security guidelines and regulations.
- Perform real-time troubleshooting on user machines, and most of the calls are not just pass-over calls or first-time fixes.
- Work in a fast-paced, multitasking environment.
- Handle more than just basic calls and escalate issues, perform initial troubleshooting steps similar to system administrators.
- Provide hands-on experience with general tools and apps, including Active Directory (AD) and the O365 Admin Center.
- Fast-Paced Environment: We run a high-demand service desk role. Our team typically handles 15-20 tickets per agent per day, sometimes even more during peak periods.
- Those tickets include dealing with real time troubleshooting on user machines and most of the calls are not just pass over calls or first-time fixes.
- Must be able to able to explain how they managed their ticket queue or time in their previous roles to see if they could match our fast-paced, multitasking environment.
- Technical Experience: We require candidates with hands-on experience working with general tools and apps, for example Active Directory (AD) and the O365 Admin Center. We are not looking for individuals who need to learn everything from the ground up. Additionally, we have noticed that many CVs list numerous certifications without any relevant work experience, making it difficult to assess their practical capabilities.
- Ability to communicate clearly and professionally.
- High customer orientation and emphasis.
- Methodical and structured working approach.
- Active listening.
- Analytical and problem-solving skills.
- Quality orientation and solving problems sustainably.
- Team player.
- Remote work options in South Africa
- Salary ranging from R25 000 - R33 000 monthly
- Generous leave days
- Personal development and career growth opportunities
