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 successfully resolve escalated incidents and requests from 1st Line Support Analysts and work alongside resolver groups to resolve complex technical issues. Undertake all 1st Line Support Analyst duties as required.
You will report to the Service Desk Team Leader working as part of our client’s team to provide on-site support.
  
What will you do?

• Receive and successfully resolve incidents and tickets, which have been escalated by 1st Line Support Analysts, within SLA to provide an excellent customer experience.
• 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.
• Periodically review Knowledge Base articles, ensuring that all documents are the latest revision, and all Analysts are aware of their existence, including all processes and known workarounds.
• Where a ticket cannot be resolved at Level2 Tech Support, ensure that it is assigned to the correct resolution group, with clear, concise, and detailed information recorded on the individual ticket, to enable swift call management and resolution within SLA.
• Provide additional technical support and guidance as required for tickets that need in-depth investigation.
• Proactively carry out call management in a priority order, to reduce tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations in line with operating procedures where required.

What will you bring to ESP?

• Minimum 2 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 between 90,000 and 92,000 TTD and a benefits package, a friendly and supportive work environment, and training and development opportunities.

You will be working rotational shifts, covering the hours from 6:00 to 18:00 & 10:00 to 22:00 – 4 days on & 4 days off.

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! https://adr.to/ms3v6ai