Customer Support Technician – Shift Based

Job Location: Luqa

Key Accountabilities / Key Activities:

  • Provide technical support to our clients, including Corporate, in a 24 / 7 rotation scheme, to ensure high availability and attainment of service levels.
  • Troubleshooting issues mainly related to Network Connectivity and Fixed Line services.
  • Liaise with other sections within the Technology Department in order to carry out the support function.
  • Monitor client services and maintain a close contact with the Network Operation Centre to ensure a proactive approach.
  • Responsible for communication with our Corporate Clients. This is a day-to-day task that includes written and spoken correspondence related to troubleshooting, sending out maintenance notifications and compiling Reason for Outage reports in collaboration with the technical teams.
  • Liaise with Customer Care personnel to ensure timely and effective resolution of customers’ queries.
  • Record events and problems and their resolution in logs.
  • Follow-up and escalate unresolved queries.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Undergo staff training as required by the company.
  • Maintain procedures and documentation.
  • Any additional responsibilities that the Company team might deem necessary for this role.

Technical / Professional Expertise:

  • Knowledge in Networking and Telecommunications Systems would be considered an asset.
  • Familiar with various Network and IT monitoring tools which can help to carry out the support function.
  • Familiar with various ticketing tools such as Jira, Remedy and Siebel.
  • Good knowledge of Microsoft Office software suite.
  • Must have strong analytical and problem – solving ability.
  • Strong organizational and excellent interpersonal skills.
  • Excellent communication skills both verbally and in written form, preferably in Maltese and English.
  • Must be a team player and ready to work under pressure without supervision.
  • Be willing to undergo necessary training.
  • Preference will be given to applicants holding an academic or professional qualification related to ICT or Telecoms: such as but not limited to:
    • Diploma or Advanced Diploma in an ICT / Telecoms / Networking related field
    • CCNA
    • LPIC – 1
    • ITIL

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