Job Description

 

Westbourne IT Global Services is a transglobal organization currently with Delivery Centre’s in Cork, Auckland and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world class 24*7 technical helpdesk. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long-standing clients because of our unique culture. This culture places innovation, problem solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements.

 

SKILLS AND EDUCATION:

 

  • 1 years’ experience in a Technical Service Desk environment
  • Excellent written and verbal English communication skills
  • Certified by Westbourne IT Technical skills training department
  • ITIL Foundation certification preferred

 

BEHAVIOURS REQUIRED:

 

  • Technical mind to drill down to the root cause of the issue and fix it permanently.
  • Ability to make the judgment call of referring the others for Local/Remote support. 
  • Comfortable in assisting users on phone calls, emails and video chats. 
  • Eager to learn new technology and strong learning ability
  • Ability to work in extended hours if required.

 

 

COMMUNICATIONS REQUIRED:

 

  • Excellent customer service and communication skills, both written and oral.
  • Experience collaborating with cross functional teams for escalated application issues.
  • Native English language skills
  • Comfortable in a highly dynamic environment delivering premium customer services.
  • Strong interpersonal skills.

 

 

TECHNICAL KNOWLEDGE AND SKILLS:

 

  • Remote PC Troubleshooting, software, networks and connectivity
  • Hands on experience on ticketing tools like Zendesk, Service Now or equivalent.
  • Experience in working with MS Office, MSFT Teams, SharePoint, Zoom and Visio.
  • Advanced OS/software troubleshooting that can be resolved over through remote takeover.
  • Knowledge to troubleshoot VPN issues 
  • Knowledge to troubleshoot VPN on demand, on devices such as on iPad and Laptops.
  • Experienced troubleshooting of wireless and wired networks

 

 

IOS SKILLS:

 

  • Experience in supporting Sales related applications iPad, iPhone and laptops, mobile devices.
  • Imaging and setting the equipment (laptops & iPads) as per company policy. 
  • Setup of home/wireless printers on laptops and iPads.

 

 

MOBILE SKILLS:

 

  • Thorough knowledge of iOS operating system, its upgrades and related troubleshooting.
  • Hands on experience on tools like MDM AirWatch console to manage user’s mobile devices.
  • Ability to fix basic iPad and iPhone hardware issues on the call  


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