Job Purpose:
To be the first point of contact and primary user interface for all supported end users, for technical, informational and procedural assistance. The position objectives are to accurately determine the problem or request and achieve first call/touch resolution/fulfillment as defined by the First Touch function?s process control manual and service metrics. The functional duties of this position include trouble-shooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all Top 8 products in EMEA. The Top 8 Products are Desktop, Messaging, Voice, Blackberry, Video, Collaboration, Security and Remote Access Support. The First Touch Team will consist of Technical Engineers with generalist knowledge who can support all products equally and have excellent customer service orientation. Initially, First Touch Engineers will have a focus on either technical operations or customer interaction depending on the business priorities.



Key Responsibilities:


? Acknowledging receipt of incidents, queries and requests via internal systems
? Conducting first-level incident diagnosis and determining the most effective and standard method of restoring service using predefined cases
? Creating a permanent control records ? via updates to the trouble ticket ? used as the basis for escalation, tracking, dispatching and follow-up actions
? Participating in testing new tools; developing operational requirements and documenting testing
? Problem solving


Knowledge/Experience:

? General knowledge of IT infrastructure
? IT support experience as an advantage of the following applications/technologies:
o Windows Operating Systems
o WS Office suite (2000 and above)
o MS Outlook
o Telecommunication / voice product knowledge
o LAN/WAN technology
o Internet, Electronic Mail
o Remote Access and Blackberry
o Trade Floor or Call/Contact centre
? Very good verbal and written English language skills
? Other EMEA language as an advantage
o Arabic
o French
o Urdu
o Russian
o Swahili
o Hungarian
o And others

Development Value:
? Opportunity to be involved in the launch of a new support model for EMEA
? Exposure to various resolver teams throughout the EMEA region
? Opportunity to increase knowledge across 8 products by participating in modular training
? Opportunity to rotate between technical operations and customer interaction groups
? Exposure to an international environment

Please send English application

? First Touch Engineer (with Arabic language) ? Reference number: 10008282
? First Touch Engineer (with French language) ? Reference number: 10008283
? First Touch Engineer (with Urdu language) ? Reference number: 10008284
? First Touch Engineer (with Russian language) ? Reference number: 10008285
? First Touch Engineer (with Swahili language) ? Reference number: 10008286
? First Touch Engineer (with Hungarian language) ? Reference number: 10012705
? First Touch Engineer ? Reference number: 10008287
? Second Touch Engineer? Reference number: 10010154