IT First Line Support - English Speaking
Sapphire Systems
Zapopan, Mexico
hace 1 día

Job description

Sapphire Systems is a leading global provider of enterprise software applications and services delivering organisations with cloud-based industry specific solutions.

With over 1,000 customers worldwide, Sapphire partners with market leading software authors, develops unique customisations, and offers unrivalled customer service and support.

Headquartered in London with offices across the United Kingdom, United States, Latin America and Asia, Sapphire offers 24-hour support and has extensive knowledge and experience in helping clients to achieve a measurable return on investment.

This is a great opportunity for someone who wants to join a friendly, small and highly technical IT team where you can have a real impact.

We are looking for someone who is motivated, driven and wanting to start their career within IT.

Skills / Environment - The successful candidate will be responsible for :

  • To maintain a high degree of customer service for all support queries
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls on the tickets logging system and maintain full documentation
  • Maintain a log of any software or hardware problems detected*
  • Support users in the use of hardware equipment by providing necessary advice
  • To allocate more complex service issues to the relevant IT Support member
  • To arrange for external support visit where problems cannot be resolved
  • Ensures that internal SLA’s and ITIL / ISO processes are followed
  • Relevant 1st Line / Helpdesk Support Experience would be beneficial, but is not essential Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies and Citrix
  • Experience using and troubleshooting MS Office 365
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation)
  • Microsoft Azure Administration (Create, Delete, Update users and groups)
  • Basic understanding of Active Directory & Exchange
  • Basic understanding of setting up Mobile devices, Tablets, iPads
  • Basic understanding of PC hardware set-up and configuration Laptops in particular
  • Excellent telephone manner and face to face communication skills
  • Any SAP or Infor SunSystems support would be advantageous but not a requirement
  • Requirements

    To be successful as 1st Line IT Support / Helpdesk Support, you’ll need :

  • Relevant 1st Line / Helpdesk Support Experience would be beneficial, but is not essential Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies and Citrix
  • Experience using and troubleshooting MS Office 365
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation)
  • Microsoft Azure Administration (Create, Delete, Update users and groups)
  • Basic understanding of Active Directory & Exchange
  • Basic understanding of setting up Mobile devices, Tablets, iPads
  • Basic understanding of PC hardware set-up and configuration Laptops in particular
  • Excellent telephone manner and face to face communication skills
  • Any SAP or Infor SunSystems support would be advantageous but not a requirement
  • Excellent Written and Spoken English
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