2nd Line Desktop Support Analyst - Trinidad

As a 2nd Line Support Analyst provide advanced technical support, to successfully resolve escalated incidents and requests within SLA

As the 2nd Line Support Analyst, you will provide fault diagnosis, call vetting and advanced technical support to the ESP Hub and dispatch engineers, to successfully resolve escalated incidents in addition to identifying vendor hardware repairs. 
  
What will you do?

• Provide technical support for escalated Incidents by ESP engineers to successfully resolve incidents and tickets.
• Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and advanced technical support to provide ticket resolution.
• For each customer ticket, verify the correct priority and SLA (and category where required) and ensure that the full detailed description of the issue is accurate.
• Own all assigned tickets and ensure the customer or user is kept fully updated throughout its lifecycle.
• Utilise and update available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction, ensuring that all documents are the latest revision and all Analysts are aware of their existence, including all processes and known workarounds.
• Escalate hardware faults that are not repairable onsite to the relevant vendor.
• Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual service levels (SLA).
• Ensure that all activities, including any chases or follow ups are added to call management toolsets or any relevant customer databases to enable continuous support from ESP's Global Service Desks.
• Proactively carry out call management in a priority order, to reduce tickets that are in jeopardy of breaching contractual obligations, as well as manage customer expectations to reduce escalations in line with operating procedures where required.
• Train, develop and provide on-the-job coaching to all members of ESPs Global Service Desks.
• Maintain a high level of customer service always to provide an excellent customer experience.
• Meet all Global Service Desk standards and agreed response times, ensuring that follow-up information from telephone calls and emails is logged and added to the correct service ticket.
• Ensure that all telephony and email service levels are met and undertake all 1st Line Support Analyst responsibilities if required.
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What will you bring to ESP?

• Minimum 3 years’ experience required in a technical resolving role, preferably as a Level2 Tech Support role.
• Proficient in English to a business fluent level is essential, both spoken and written. Spanish will be a plus.
• CompTIA A+ and/or MCP accreditation or equivalent job experience
• CompTIA N+ and / or Server+ accreditation or equivalent job experience
• Microsoft Office Specialist Certification or equivalent job experience
• Knowledge of remote support toolsets
• Knowledge of call management systems ITSM tool, preferably ServiceNow
• Self-motivation with a willingness to learn and adapt to any new change or situation
• Maintain a high level of customer service always to provide an excellent customer experience
• Excellent use of MS Office Products, O365, and Active Directory
• ITIL Awareness
• Detailed, methodical and logical in their approach to problem solving
• Very good verbal and written communication skills
• Excellent interpersonal skills: the ability to communicate with customers at all levels

You will need to be self-motivated, willing to learn and adapt, and passionate about technology.

You will enjoy an annual salary of 90,000 TTD and a benefits package, a friendly and supportive work environment, and training and development opportunities.

You will work Monday to Friday, from 9am to 6pm.
Some flexibility is allowed to work on Saturdays occasionally, and a day off will be taken within the week to compensate.

This is an onsite position at our office at 97 Uriah Butler Highway, Charlieville, Changuanas.

About Us:

ESP Global Services, since 1992, has provided 24/7 Global IT support. We're ITIL-aligned, ISO-accredited, and committed to exceeding expectations. Join our equal-opportunity community, where passion meets service excellence.

What we will offer:

Personal & Professional DevelopmentWithin a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & BelongingWe are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

ESP Global Services is an equal opportunity employer.

This is a fantastic opportunity to up-skill your technical knowledge and customer service skills within a global company. Apply now!