This role operates on a shift-based schedule to provide 24-hour support coverage for the company’s clients, including working & collaborating with international teams across different time zones.

As the primary support interface between the company and its customers, this role is responsible for delivering end-user support and customer service for in-scope customer infrastructure, systems, and applications.

Service delivery:

• Provide technical support to end-users via phone and email, including troubleshooting hardware, software, and network Infrastructure-related issues.

• Collaborate with global teams to triage tickets, manage events, and handle security incidents.

• Escalate complex technical problems to the relevant teams as necessary.

• Manage tickets accurately and timely, following standard operating procedures.

• Install, configure, and troubleshoot client application issues.

• Oversee user onboarding/offboarding processes, including software installations and system upgrades.

• Conduct remote hardware and device monitoring and software inventory management, and asset tracking.

• Provide superior remote support for customers' infrastructure, systems, and applications.

• Own and implement patch and security management, backup monitoring, and issue resolution.

• Stay current with industry developments and obtain relevant certifications.

• Ensure timely management and resolution of customer support tickets

• Meet Service Desk SLAs and achieve key performance indicators (KPIs)

• Follow the company’s incident, problem, and change management procedures.

Administration:

• Log all efforts accurately and promptly in the company’s Service Desk application.

• Update and maintain customer and technical knowledge bases.

• Develop and maintain documentation, including standard operating procedures and knowledge base articles.