Provides implementation services and technical support to customers related to UEM-type solutions and products developed by certSIGN
Requirements:
Higher education (education in the technical field is an advantage)
At least 5 years’ professional experience in HelpDesk and call centre activities
Intermediate knowledge in the use of ticketing platforms
Computer skills
Knowledge of mobile, PC and network architectures
Knowledge of installation, configuration and maintenance of mobile devices and PCs
Knowledge of Android, iOS, Windows, MAC OS, Linux operating systems
Knowledge of server operating systems (Windows, MS AD and MS CA / SCEP and NDES)
Basic knowledge of data transfer equipment (switches, routers, firewalls)
Experience using Microsoft Office
English language skills – advanced level
Associate and Professional Google certifications are a plus
Responsibilities:
Take technical support requests from customers via communication channels: phone, email, ticketing platform
Registers customer requests in the ticketing software
Resolves level 1 and 2 technical support requests, or escalates those that cannot be resolved to appropriate resolvers
Registers in the ticketing platform how requests are handled and maintains contact with the customer throughout the handling of the request
Updates the knowledge base containing how requests are resolved and prepares monthly reports on resolved requests for customers
Follows the procedures defined by the Mobile Solutions department regarding the provision of implementation, technical support and reporting services in the ticketing application
Follows the standards as well as the quality indicators established for his/her activity
Produces regular reports according to internal procedures or as requested by the direct manager.
