IT Support Engineer at SD Worx

, Plaines Wilhems, Mauritius -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Assistance, Troubleshooting, Communication, Customer Orientation, Patience, Diagnostic Techniques, Problem-Solving, ITIL Principles, Incident Management, Problem Management, Knowledge Base Contribution, Agile Ceremonies, Analytical Skills, Proactivity, Flexibility, Multinational Exposure

Industry

Human Resources Services

Description

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people. Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us? About the role: We are looking for a competent IT Support engineer to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent IT Support engineer must have the technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. Which tasks can you expect? Serve as the first point of contact for customers seeking technical assistance over the phone or through the ticketing system. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel and learn from the provided solution. Provide accurate information on IT products or services. Record all steps, events, and the resolution of a problem or request in the logs. Follow-up and update customer status and information of a ticket. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements in procedures. To be compliant with internal security policies and processes. To be knowledgeable in ITIL principles including but not limited to incident management and problem management process. Contribute actively to the knowledge base and keep the documentation up to date. Participate actively in the agile ceremonies (daily huddles and retrospectives). What do you have to offer? Diploma in IT or proven skills worthy of the degree. Good communication skills to end-users. Good command of English (written and spoken). Problem-solving and analytical skills. Proactive and motivated with an excellent attitude. Ability to work well under pressure and to be flexible. It would be an advantage if you have: proven experience as Technical Support, Service Desk, IT Support Engineer or other other customer support role. a Degree in IT. multinational exposure & experience. multiple language skills (For e.g. French, Italian, Dutch or German). What do we have to offer? Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate Monthly fixed transport allowance No deduction for using the company’s transport after work Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years Fixed internet allowance for home use Career break option Workation: possibility to work from any SD Worx location (4 weeks per year, EU only) Yearly performance review with remuneration review Yearly company bonus Car loan: subsidized interest facility Referral program Learning opportunities: through an individual development plan and professional training Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx! Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures. From many places, we work as one, moving from better to best together. SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.

Responsibilities

The IT Support Engineer will serve as the first point of contact for technical assistance, performing remote troubleshooting and determining the best solution for customer issues. They must also record all steps in logs, follow up on tickets, and contribute to process improvements and the knowledge base.