Company Profile: Macro Evolution Services is an innovative business created to support the vendor and reseller channels by providing an end-to-end range of technical, professional and support services. As a provider of support services for many of the world's leading technology brands, we provide a comprehensive choice of services from one source. Our 12,500 sq. ft custom built Centre of Excellence ensures high productivity, high quality services in our high tech, high spec facility. This is all backed by in-depth local market knowledge and global brand expertise, with specialist resources that advise on services that include but are not limited to:
Configure to Order / Staging Services
Managed Security & Network Services
Repair / Refurb Services
Certified Data Cleansing Services
Managed Print Services
Technical Installation Services
Managed Distribution Services
Professional Services
Administration Support Services
Ancillary Services (Bespoke Requirements).
Position Summary:Reporting to the TMM Team Leader, this position is that primarily of a Technical Support Agent Essential Responsibilities:
Working in a busy tech support environment as part of a 1st line technical support team
Answering inbound/outbound calls and emails coming in from our customers/partners around our products and services mainly UEM/MTP mobile security platforms.
Diagnosing possible issues/causes
Identify if issue is on customer’s own IT infrastructure and escalate
Work with internal and 3rd party systems.
Own ticket resolution
Support end user requests
Report new issues to vendors
Manage knowledge database
Knowledge, Skills, and Abilities:
Education: Bachelor's Degree in Engineering, Computer Science or related technical field; an equivalent combination of college, industry training, and experience may substitute. Overall Experience: 2 - 3 years or equivalent experience in the IT industry
2-3 years IT solution delivery experience within a consulting organization 2-3 years of experience or equivalent in a customer facing environment
Certified Microsoft Engineer or another recognized IT qualification
Detailed knowledge of Internet technologies, thorough understanding of Security
Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services.
Experience within a telecom’s environment
Knowledge of Mobile networks/devices both technically and operationally
Knowledge of UEM platforms & Networking would be a distinct advantage e.g. Airwatch, MobileIron, In-Tune
Diagnoses possible issues/causes by following troubleshooting steps
Identify if issue is on customer’s own IT infrastructure and escalate
Work with internal and 3rd party systems.
Own ticket resolution
Good working knowledge of Microsoft Office esp. Word and Excel and underlying Windows OS
Experience in customer service
Strong Reporting Experience
Experience working in a fast-paced changing environment
Previous experience operating in a first line support capability for an IT company would be a distinct advantage
Assist in evaluating new services, processes and technologies
Relevant IT Certification or equivalent
Pro-actively notify account contacts of issues affecting their end users e.g. coverage
Support end user requests
Report new issues to vendor
Skills: Mobile Configuration mobile security Customer Service Technical Support
Ref: DUB-MAC-45
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