In role of ICT Support Agent we look for a driven individual with a passion for ICT and a strong desire to serve a community. A no nonsense approach where ambition trumps knowledge as we are willing to invest in the individual and teach her/him the tricks of the trade.

Your Key responsibilities are:

Analyze and resolve problems in accordance with service level agreements, escalating when necessary.
Provide IT support for the users in EMEA, utilising Salesforce and CTIOS Client to manage your work load.
Provide troubleshooting and configuration support for client desktop and networking environment.
Ensure all New Hire and Exit processes for EMEA office are met on time and up to standard.
Liaise with Global IT Support in San Diego to implement best practices.
24/7 on call support will be expected, after a 6 month training period, as part of Rota system
Perform root cause analysis, doing what is necessary to prevent problems from recurring.
Interact via telephone, e mail and one on one with customers to perform diagnostics and resolve technical problems.
Investigate and implement ways of reducing calls to the Help Desk.
Document procedures, corrective actions, and update knowledge base system.
Keep peers and management informed of trends, significant problems, and unexpected delays.
Keep customers informed of global problems, scheduled downtime, and open tickets
Stay up to date with both technical and interpersonal training to ensure sharp knowledge and skill set
Log, track, resolve, dispatch, and reroute calls via a customer management system
Provide efficient tracking of IT Inventory
Troubleshoot MS Office, Windows XP/7, TCP/IP, Internet utilities, and various other software applications
Troubleshoot cell phones and various other hardware devices
Provide support to local users and users across EMEA and the world
Perform other duties and projects as assigned