Technical Support Officer at ICS Outsourcing Limited

About the Role

This position offers a great opportunity for career growth in a dynamic technical support environment.

Key Responsibilities

• Manage incidents, fault reporting, escalation procedures, and customer engagement
• Provide 24-hour support to customers, focusing on Level 1 support with some Level 2 diagnostics
• Analyze production network issues and suggest corrective actions
• Utilize troubleshooting mechanisms and escalation processes to resolve tickets
• Administer service requests and manage official communication processes
• Support ticket management and reporting tasks
• Channel customer queries to the appropriate department or person
• Provide feedback on customer enquiries outside working hours
• Prepare and document required reports accurately
• Ensure all service requests are fulfilled in a timely manner

Required Qualifications

• Bachelor's degree or equivalent in any discipline
• At least 2 years of work experience in a related field

Required Competencies

• Time and self-management skills
• Strong interpersonal skills and customer service orientation
• Effective communication with good command of written and spoken English
• Proficiency with MS Office Applications
• Ability to meet tight deadlines
• Good research skills
• Ability to work with minimal supervision
• High level of integrity and professionalism
• Ability to handle sensitive information with confidentiality

Job Demands

• Willingness to work outside office hours and on weekends when required