Description
Cloudstream Global are looking for experienced VIP User support with good knowledge and hands on experience on Mac OS and Apple Handheld devices.
Purpose of the role: Receiving, prioritizing, documenting, and actively resolving requests from customer VIP/staff/clients in a timely manner. Moreover, a large proportion of this job require to attend and resolve VIP clients on field and over telephone working in a busy (sometimes high-pressure) environment.
Additional Contract information:
- Location: Remote/Aberdeen/London
- Pay rate: Open for discussion
- Duration of contract: 6 months rolling
- Outside IR35
Key Responsibilities:
- Manage effectively the resolution of support issues that are reported to customer in an efficient manner
- Act as a technical authority, providing expertise to both team members and requesters
- Ensure that customer call resolution surpasses customer's expectations
- Communicate clearly to all stakeholders
Typical work activities include:
- Logging incoming customer communication, taking ownership of, and working on support queries
- Keep customers informed in a professional manner ensuring accuracy of detail
- Troubleshooting problems and providing advice on the appropriate action
- Accurately record time activity in line with procedures
- Accurately record all customer communications using the appropriate Service Desk software
- Installing, supporting and providing routine maintenance to hardware and software
- Analyzing and resolving faults ranging from a major system crash to a forgotten password
- Ensure that documentation and job notes are kept up-to-date and accurate
- Other duties as and when required by the management.
Technical skills required:
- Previous experience in IT support - at least 3 years in IT support role.
- Ability to produce clear, concise and accurate documentation and job notes.
- Windows 7, Win 10, Apple Mac OS to advanced level
- Office , O365 features to advanced level.
- Good understanding of AV technologies and experience of their administration, including MS Teams, Webex, Ploycom
- Strong understanding and working knowledge of Messaging services, and other mobile apps
- Good understanding of AV technologies and experience of their administration.
- Strong understanding of backups and restoration methods.
- The ability to articulate at a technical level appropriate to the circumstances - eg for clients with varying levels of IT knowledge & competence.
If you feel this is of interest to you and would like to hear more, apply now for immediate review!