[ref. e83066121] Command Center/Helpdesk

COMMAND CENTER/HELPDESK

Overview:

The Command Center Team is the central point of contact for all support, troubleshooting & incident management. They are considered the first responders and ensure issues & escalations are attended to promptly.

The Command Center team will liaise with the engineering & application departments to resolve problems or inquiries, both internal and external customers. It will comprise multiple team shifts to handle the 24/7, including holidays and weekends operations

Responsibilities:

• Keep track of the customer queries and resolve the issues as early as possible.
• Ensure that all alerts, escalations, and issues are attended to, resolved, and documented timely.
• Update and monitor the regular daily business readiness tracking
• Regular reporting of the day-to-day issues encountered by internal and external stakeholders
• Regularly reviewing existing systems and making recommendations for improvements
• Work with a team of technical support engineers and specialists.
• You will be working on a 24/7 shift (including holidays and weekends).
• Team's best practices and methodologies
• Reports directly to the Command Center Engineering Manager of the Platform Department

Required skills/experience:

• At least 7 years experience in technical support
• Has experience in Windows/Linux Servers
• Has experience in Cybersecurity
• Graduate of any 4 or 5-year computer related course
• Can start asap