Technical Solutions Specialist

1 week ago

Singapore CXC Global Full time

JOB TITLE:
**Technical Solutions Specialist**

HOURS OF WORK:
**40 hours per week**

LEAVE ENTITLEMENT:
**20 days per year**

RESPONSIBLE TO:
**Service Delivery Manager**

**Overview**:
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Technical Solutions Specialist plays an important role in making sure that happens.

**Responsibilities & Tasks**:
Here’s some of the primary parts of the role:

- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with remote troubleshooting
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work through our Ticketing System
- Make sure that Client Documentation in well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
- Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
- Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively

**Skills and Attributes desired**:

- A strong understanding/experience of Microsoft 365, Exchange and SharePoint
- At least 3 years of remote support experience
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- An understanding of support tools, techniques and how technology is used to provide services
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- Must be able to type quickly and accurately while talking on the phone

**Nice to have**:

- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience dealing with networking equipment - Firewalls, Switches, Access Points etc
- Experience with Microsoft servers in live environments
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

**Perks**:

- Get your birthday off after your first year onwards
- An easy-going environment and culture (we all enjoy what we do)
- The flexibility to work from home after 6 months
- Drinks/alcohol fridge, fruit and snacks in our lunch room
- A Proactive Approach to Ongoing Training to help you develop life-long skills
- Staff driven bonus system
- Pool of shared car parks

CAREER GROWTH

For someone looking to progress their role, the Technical Solutions Specialist naturally leads into roles such as: the Senior Technical Solutions Specialist, Project Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.

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