SD Worx is a leading European provider of Payroll & HR services with global reach.
We have offices in Europe and an office in Mauritius.
Our goal? We bring people solutions to life.
So, companies of any size can turn Human Resources into a source of value for the business and the people in it.
Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.
Are you ready to join us? You will have the skills and ability to demonstrate that you can:
• Build expertise with focus on the needs and requirements of customer - have the curiosity and not afraid to challenge to develop and make this expertise available for customer solutions.
• From Service transaction to Customer journey, can listen and put themselves in the shoes of the people that use our products, understanding their goals and provides the best quality service with passion and professionalism.
• Feel empowered to make own decisions and at the same time work collaboratively across teams to deliver the best results.
YOUR 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.
ROLE & RESPONSIBILITIES:
• 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.
OUR EXPECTATIONS:
Thinking and Acting Outside In
• The ability to absorb knowledge that is immediately applicable in the job.
Proactively keeps own expertise up to date & consults the right information sources and takes actions to develop their own knowledge when steered in this direction and supported.
• Has an open & critical mind to changing their way of working in times of continuous transformation.
Agility
• In depth knowledge and continued learning of products and services, tools, best practices, optimal personal organisation, and professional attitudes.
• In depth knowledge of customer portfolio, productive customer contact points, seeking to deliver service with very high customer satisfaction.
• Ability to present/bring a well-prepared topic in a professional way.
Connecting
• Ability to develop productive relations with customers (all touch points), colleagues and managers.
Be recognized and be accessible as an expert by your direct colleagues, help colleagues.
• Ability to build and use a network to find a win-win solution for customer requests or colleague requests.
• Ability to coach customers and/or colleagues across own networks.
VALUES
• Demonstrates empathy and understanding in customer interactions.
Strives to exceed customer expectations and deliver exceptional service.
• Consistently delivers high-quality work and meets deadlines.
Shows resilience in overcoming obstacles and challenges.
• Demonstrates respect for diverse perspectives and contributions.
Fosters and environment of mutual trust and support within the team.
• Shows flexibility in adapting to changing circumstances.
Actively seeks opportunities for growth and development.
• Shows empathy and consideration for colleagues.
Fosters a sense of camaraderie and mutual support within the team.
KNOWLEDGE, TECHNICAL SKILLS & EXPERIENCE
• Diploma in IT or proven skills worthy of the degree.
• Good grasp of ITIL principles and ticketing systems.
• Growing proficiency in Microsoft Office applications, user administration (Active Directory), access controls, hardware and software administration, and Microsoft 365 features.
• Creates and updates clear and organized documents independently.
• 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.
• Good understanding of the agile ways of working and contributes actively into the agile ceremonies.
Desirable
• Proven experience as Technical Support, Service Desk, IT Support Engineer, or other customer support role.
• Degree in IT.
• Multinational exposure & experience.
• Multiple language skills (For e.g.
French, Dutch, or German).
• Experience working in an Agile work environment From many places, we work as one, moving from better to best together.
SD Worx lives diversity in the workplace.
Diversity provides inspiration and innovation in our company.
We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.
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