The Role
Provides first-level IT support by diagnosing and resolving incidents, fulfilling service requests, documenting actions, escalating complex issues, and tracking tickets through completion. Communicates technical guidance clearly to users, delivers professional customer service, manages competing priorities, and works rotational shifts in a 24/7 support operation.
Summary Generated by Built In
- Provide first-level technical support to users and resolve incidents and service requests within the agreed timelines.
- Identify issues requiring escalation, assign them to the appropriate teams, and follow up through resolution.
- Maintain accurate and up-to-date records of reported issues, actions taken, and resolutions.
- Explain technical information and guidance to users in a clear and simple manner.
- Deliver excellent customer service by remaining responsive, courteous, and professional in all interactions.
- Communicate effectively with users of varying levels of technical knowledge and diagnose a wide range of technical issues.
- Manage multiple tasks efficiently and effectively while maintaining service quality.
- Handle and track requests received through various support channels until completion.
- Availability to work rotational shifts within a 24/7 operation.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 1–2 years of experience in a similar IT support role.
- Excellent command of written and spoken English.
- Good knowledge of Microsoft infrastructure and services, including Windows environments, Active - Directory, Microsoft Entra ID, Microsoft 365, DNS, and DHCP.
- Good understanding of networking fundamentals and protocols.
- Strong troubleshooting and problem-solving skills.
- Ability to work effectively under pressure and adapt to changing priorities.
- Demonstrates a professional attitude, reliability, and commitment to work.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 1-2 years of experience in a similar IT support role
- Excellent written and spoken English
- Knowledge of Microsoft infrastructure and services, including Windows environments, Active Directory, Microsoft Entra ID, Microsoft 365, DNS, and DHCP
- Understanding of networking fundamentals and protocols
- Strong troubleshooting and problem-solving skills
- Ability to work effectively under pressure and adapt to changing priorities
- Professional attitude, reliability, and commitment to work
- Availability to work rotational shifts within a 24/7 operation
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The Company
What We Do
Centro CDX is a global business process outsourcing (BPO) and diversified technology solutions provider. It specializes in digital transformation and data intelligence, offering services that revolutionize business operations through process orchestration and security enablement. Operating across North America, Europe, the GCC, and Africa, the company focuses on streamlining processes and enhancing customer experience to drive sustainable growth for its clients.
