1st Line Support (IT Managed Services) ID-529

Job description

As a member of our team, you'll have the opportunity to work with variety of technologies and provide exceptional service to our customers.

The role will be office /hybrid based with most calls being taken via phone and

email, using remote support tools to provide First Contact Fixes and escalating

higher level tickets to the UK and Spain-based Support teams.

With 12-hour shifts on a 4-day on, 4-day off basis, you'll  have plenty of time to recharge and pursue your interests outside of work. With onboarding and the first month being Monday to Friday, 9 AM to 5 PM, you'll  have plenty of time to settle into your new role.

With Contrac, you will have the chance to work with a global team and be part of a multi-functional Service business but you will also have endless

opportunities for personal development and career growth.

KEY RESPONSIBILITIES:

 Prioritising and categorizing inquiries

 Respond to customer support requests by following the agreed

procedures and/or using available information resources and advising user

on appropriate action

 Analysis and prioritization of Incidents/Service Requests in alignment

with the user/customer SLA

 Dispatch Incidents/Service Request to the 3rd parties support teams and

follow them up on behalf of the affected user

 As part of a global support team, ensuring compliance to the Information

Security guidelines and regulations