Offer description

Roles and Responsibilities

Technical

- Actively review and action any alerts generated via company monitoring software. Action as required using silent back-end management tools (no direct client interaction)

- Ensure automated reports, audits, etc. run as expected and that data captured is correctly stored

- Actively review security and network audits l

- Provide Level 1 Support

- Assist other Company team members when required

- Correctly pinpoint the cause of issues and advise suitable resolutions

- Manage jobs from start to finish, requesting assistance from team members in a structured approach providing clear information

- Adhere to Company Change Management procedures

- Apply best practices dealing with issues

- Escalate tickets to Level 2 or Level 3 technical staff promptly and when required to ensure SLA requirements are met

- Any other duties as required

Commercial

- Accurately and promptly maintain timekeeping using the Company designated platform (ConnectWise Manage)

- Proactively strive to achieve the minimum required daily and weekly billable hours goals for this position and the Service Delivery Team

- Proactively consider opportunities to improve ICT systems

- Communicate opportunities to the Service Delivery Team lead directly or through a new ticket

- Proactively develop a positive relationship based on openness, trust and excellent technical ability and customer service

- Proactively suggest internal Company system improvement in line with Managed Services and company goals

Team Leadership

- Cover for absent members of Service Delivery Team as required

- Actively intervene in any support situation

- Provide technical support, guidance, and up skill the Service Delivery Team

Quality management / Administration

- Ensure job quality to Company standards

- Take a proactive approach to standardizing and documenting client support procedures and

configurations

- Document all relevant information in the designated Company documentation repository (ITGlue)

Integration with other Company Teams

- Assist project implementation teams where required

- Provide assistance and required documentation to sales, administration, and accounts teams as required

HR / Safety

- Maintain an awareness of best practice safety procedures and compliance with Company Occupational Health and Safety procedures and requirements

- Comply with all Company general employee contractual obligations and requirements

- Work in a safe manner at all times

- Ensure the safety of those around me

ShoreXtra Perks

Free barista-style coffee

Free parking and jeepney services

Highly engaged team

Unlimited potential for growth

Challenging role

Fun and family-oriented working environment

Requirements

• Minimum education level: Bachelor´s Degree
• 2 years of experience
• Availability to travel: No
• Availability of change of residence: No

June 17

About Shore 360

Shore360 provides the support you need to shift time intensive business tasks to more cost effective locations and allow your local expert staff focus on your business
Business is difficult enough without the constant pressures to reduce cost, manage tight budgets and “do more with less” just to survive in today’s competitive market. Asking more from our highly paid Managers and Leaders has buried them in repetitive, basis tasks and you simply can’t afford to hire the number of staff you ne...

Shore360 provides the support you need to shift time intensive business tasks to more cost effective locations and allow your local expert staff focus on your business
Business is difficult enough without the constant pressures to reduce cost, manage tight budgets and “do more with less” just to survive in today’s competitive market. Asking more from our highly paid Managers and Leaders has buried them in repetitive, basis tasks and you simply can’t afford to hire the number of staff you need.
High speed internet and low cost communications has changed the way we do business and has enabled a whole range of business services to be available on a global scale. Shore360 provides the required support for you to recruit, train and supervise highly skilled personnel at a fraction of the cost of your local staff.
In our experience you can save between 50% to 75% against local costs for highly skilled resources that can be deployed quickly and without compromise to quality and service.
No matter what business you are in – your competition will use off shore operations to lower their costs. Today this will improve your margin and provide the budget to reinvest in growth. Tomorrow it will be for your survival.