Suitable Candidate:

1. Candidate must have minimum of 5 years of experience with 4 years of experience in a Service Desk/Contact center environment.
2. Experience within an ITIL environment is MUST
3. Experience with a voice in the cloud or exposure to cloud-related systems
4. Experience within the Genesys Cloud environment

Job Description

• Prioritise, classify, investigate, and diagnose incidents or faults affecting users.

• Analyse, plan, deploy and test requested adds, moves and changes within the applicable SLA frameworks.

• Provide regular updates on customer tickets to ensure customers are kept informed throughout the ticket resolution lifecycle.

• Manage all internal and external relationships in the best interests of customers.

• Maintain up to date, clear and concise ticket notes.

• Coordinate and manage all aspects of the upstream carrier relationships for incidents affecting scoped services including the escalations.

• Maintain high levels of technical competency through continued learning and application of relevant research, training, self-study, and certification.

• Establish, maintain, and improve operating procedures and associated documentation.

• Assist delivery teams with provisioning, installation, configuration and rollouts of new or existing services.

• Assist project and development teams to test troubleshoot and provide feedback for new products and services

• Provisioning of Physical or Virtual infrastructure

• Updating or upgrading of existing solutions

• Analysing existing systems and operations and developing preventative maintenance strategies.

• Offer 3rd level support to implemented solutions.