Job Description

Job Family / Department: eXpert Operation Center (XOC) / Technical

Functions/Responsibilities:

Part of the Managed Services team as a Service Desk & Monitoring. Your responsibilities include technical administration and First point of contact for Net One Asia Group Maintenance Customers. You are expected to work with our client & internal teams to ensure IT Support Services are delivered based on the agreed service level definition, much to the satisfaction of both customers & company. Managing a customer’s expectation is part of your job scope, which requires you to work closely with external & internal team members.

• To monitor the data centre and act as a primary responder to address various system alerts coming into Customer & Datacenter.
• Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics.
• To perform remote maintenance tasks ensuring "uptime" and providing Fault handling and escalation (identifying and responding to faults including liaising with 3rd party suppliers, handling escalation through to resolution).
• Resolve an issue using standard practice, procedure, and workflow processes.
• Participate in routine/regular operation meetings and discussions as part of the service improvement plan.  
• Able to work 12-hour shifts as part of the 24/7 shift rotation.
• Comply with operations procedures and processes for the respective services!
• Assists team (standby duty) with other duties required to operate the support centre smoothly.

Job Requirements

Performance Requirements:

• Ability to prioritize effectively and work with a sense of urgency.
• Ability to work independently with a significant "attention to detail." 
• Fast learner and ability to work under minimal supervision. 
• A team player who effectively communicates with teammates and superiors.

Technology Competencies and Experience Requirements:

• Familiarity with service desk operation and monitoring software is an added advantage. 
• Have a general knowledge of Information technology (IT) or process knowledge and related components to ensure quality in the Operation Center. 
• Experience in IT administration at Microsoft & Citrix Software.

Education or Certification:

• Minimum a Diploma in IT / Computer Studies or equivalent.
• Good Spoken & Writing Proficiency in English.

Skills