Global IT Service Engineer at Ten Group

Description

Are you…?

Obsessed with all things IT? Passionate about customer service? Cool and calm under pressure? Able to work independently?

"In the last couple of years...."

the company has undergone some major infrastructure changes at all levels of technology (incl. desktops, network, application, virtualization and data centers). With our continued focus on development and driving technology improvements, we want someone who is ambitious to join our global team and be actively involved in these transitions. This encompasses support of our end user technology including desktops, desktop applications, laptops, mobiles and other client facing technology to our internal clients.

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

Ten is a leading global lifestyle management business with presence in over 20 offices globally and more than 950 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about Ten, please watch this short video here.

Main Duties and Responsibilities

• Working within a Service Desk type environment

• Provide telephonic IT support to internal clients along with team members based both locally and globally

• Monitoring of the inbound ticket queue and allocating to appropriate resources within the team

• Monitoring of the network management monitoring platform for any alerts/events triggered

• Responding appropriately and dealing with incidents; service requests; queries and complaints in an effective manner (i.e. punctual; polite and with empathy)

• Taking ownership of incidents and service requests and responding to these within SLA and managing to resolution

• Contribute fully as an active team member and ensure personal and team objectives are achieved

• Undertake other tasks as assigned by management

• Maintain individual development along with your line manager

• Adopt a practical, methodical approach to identify and resolve issues

• Managing technical and hierarchical escalations as necessary

• Be able to work independently, be self-motivated and to take on responsibility for support delivery

• Liaise with the wider technology teams to coordinate interdependencies and resolve issues

• Liaise with 3rd party vendors that supply services to Ten

Requirements

Technical Skills & Qualifications

• To be Cape Town based (for collaboration)

• Minimum 2years working experience in an IT Support environment

• Experience with all Windows OS’s; AD; basic knowledge of firewalls; general security issues; email troubleshooting; antivirus; backup software; office applications and printing

• Solid trouble shooting skills (e.g. AD; servers; workstations; databases; networking)

• Experience of Office 365 and Azure cloud capabilities related to desktop computing

• Technical experience of enterprise desktop applications e.g. MS Office, O365, Internet Explorer, Chrome

• Advanced Microsoft OS and desktop hardware troubleshooting

• Installation and building of workstations/servers

• Installation of print/scan devices

• In the event of being unable to remotely connect to a client's you need to have the ability to talk the client through the resolution (where possible)

• Ideally MCSE 2012 or equivalent experience

• Willingness to gain relevant qualification's and accreditation's as required by the business

Competencies

• Highly motivated with a passion for technology and technical detail

• A highly trustworthy individual, able to handle difficult situations and work under pressure

• Organised individual who is a good communicator and can discuss technical subjects with clients

• Ability to deal with global 3rd party vendors (e.g. ISP’s)

• Verbal communication - professional phone manner and ability to match the customer’s style/level of communication

• Written communication - ability to write professional emails and document knowledge clearly and concisely

• Ability to listen to clients effectively and interpret required needs

• Ability to work within a team and support colleagues/team members

• Manages personal workload effectively against pre-identified targets

• Maintains technical skills and identifies areas for training and development in line with new technologies

• Must have experience of high pressure and complex system environments

• Ability to learn new technologies quickly

• Minimal supervision required

Work Environment

• Remote based role (but training would be done in Cape Town)

• Working as part of an energetic and committed global team based in other Lac regions, Apac and Emea

• Work Saturday and Sunday shifts from 12am to 8am on a monthly rotation (i.e. one month on weekend shift and the next off), and Weekday rotation shifts from 9pm to 6am (i.e. 3 weekdays and 2 weekend shifts or 5 weekday shifts) – alternating with other engineers

• Very collaborative so team engagement is essential

• 20% add-on to basic salary (depending on level of experience/skills) for shift allowance

**Only applicants who meet the relevant technical, location requirements and understand the shift work competencies will be considered for this position**