Must have own transport as the position involves shift work. Key Knowledge Technical experience Proficient and verbal). Must be flexible and able to work shifts. Excellent analytical and problem-solving ability
IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With a reputation for excellence in the aviation/airline industry, we are dedicated to ensuring our passengers have a
The Network Operations Centre Engineer (NOC) maintains the network and responds as necessary across
essential as shift work is essential in a 24/7 365 environment
Must be able to work shifts
Ability
environment as well as when dealing with difficult calls/conflict situations
Professional and pleasant
field work might be required to assist with support calls.
for clients and vendors, accountable for taking calls, chat
requests or tickets and handling resulting
respond to tickets
-Provide client with a first call resolution, where possible, leveraging standard
communication skills
-Ability to work in 24X7 shift structure, based on a defined roster
-Production
customer service, the engineer answers incoming calls, tracks all information on the Remedy system along accurately into the Remedy System Manage end to end all calls logged and providing updates to keep customers. Identify trends by monitoring and analysing incoming calls, problems and support Use the required dashboards forthcoming attractions. Escalation and management of calls to agreed SLA’s Avoid requests from breaching target motivation and time management Required to work shifts (24 x 7 x 365) Be prepared to perform standby duties
Requirements: Minimum L3 Data Centre Technical skills Client facing Data Centre design and architecture (Cloud/Hybrid
(preferably in the contact service centre industry: in-house centre within airline industry or international Exchange 2003, Soft Grid 4.1 or later, System Centre configuration manager (SCCM).
business analysis capabilities Predominantly call centre environment with complex processes
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