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Tier-1 brand, metro location, and generalist L1 support role increase applicant competition.
Voice/collaboration and cloud monitoring skills are transferable but include domain-specific telephony knowledge.
No explicit years but required voice/network skills and certifications make shortlisting moderately strict.
Provide first-line support and monitor private and public cloud infrastructure for clients' Collaboration, Contact Centre, and Voice systems to ensure uptime.
Identify and resolve technical incidents swiftly to meet service level agreements and maintain client experience.
Execute approved maintenance tasks such as patching and configuration changes; contribute to process optimization and knowledge management.
Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience).
Basic troubleshooting skills in network, voice, collaboration, and contact centre services.
Strong communication skills with ability to work across different cultures and social groups.
Work Experience Required: Not explicitly mentioned in the JD
Comfortable working in an on-site environment with flexibility to work extra hours as needed.
Able to triage and document client issues accurately with active listening skills.
Focused on maintaining positive client interactions and committed to service delivery excellence.