.At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Mauritius for people with the right blend of skills, experience and character! Are you ready to join us?What do we have to offer?An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.A dynamic environment: flexible working hours and working from home – everything is negotiable. We also offer career break options .Learning opportunities: through an individual development plan and professional trainingCareer growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!And all leaves are granted as from day 1!Job DescriptionWe are looking for a competent IT Support engineer to provide fast and useful technical assistance on computer systems.You will answer queries on basic technical issues and offer advice to solve them.An excellent IT Support engineer must have the technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.Key AccountabilitiesServe as the first point of contact for customers seeking technical assistance over the phone or through the ticketing system.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Determine the best solution based on the issue and details provided by customers.Walk the customer through the problem-solving process.Direct unresolved issues to the next level of support personnel and learn from the provided solution.Provide accurate information on IT products or services.Record all steps, events, and the resolution of a problem or request in the logs.Follow-up and update customer status and information of a ticket.Pass on any feedback or suggestions by customers to the appropriate internal team.Identify and suggest possible improvements in procedures.To be compliant with internal security policies and processes.Expectations, Experience & KnowledgeDiploma in IT or proven skills worthy of the degree.Excellent communication skills to end-users.Excellent English-written and spoken.Problem-solving and analytical skills.Proactive and motivated with an excellent attitude.Ability to work well under pressure and to be flexible.DesirableProven experience as Technical Support, Service Desk, IT Support Engineer or other other customer support role
