Customer Care/Service Engineer – Managed IT service provider

Key Responsibilities include, but not limited to:
• Coordinate and monitor all service requests, ensure all requests are met in a timely and efficient manner
• Create support tickets as required
• Ensuring all tasks/tickets have been updated with required times and work performed
• Helping in the collection of vital information for support/task/project delivery
• Receive and make phone calls to coordinate all onsite/remote works/meetings
• Coordinate internal resources and third parties/vendors and develop and maintain positive relationships with all parties
• IT Hardware and Software Procurement
• Provide a high level of customer service via phone, chat and email with customers, staff and contractors
• Liaise with clients, vendors and internal staff to source information and resolve issues to achieve first point of contact resolution whenever possible
• Maintain accurate documentation on any new information received
• Assist in preparing and executing documentation
• Monitor tasks and jobs to determine if updates to clients and contractors need to be made
• Provide reporting as required
• Follow up clients to determine customer satisfaction
• Ensure all procedures within the department run smoothly, provide ideas for improvement/change
• Learn and maintain a level of knowledge in order to perform all tasks
• General administrative tasks as required

Typical Requirements and Skills Sets:
• 2 years’ experience in a similar role
• Minimum 1-year experience in a procurement role
• Previous knowledge of IT vendors preferable but not key
• Superior customer service
• Positive attitude
• Solid organizational skills including attention to detail and multitasking skills
• Strong communication skills (both written and verbal)
• Strong working knowledge of office 365 tools
• Strong drive and determination to learn and grow in the role
• Strong attitude towards positive change

Expectations:
Our expectation is to go beyond what’s expected; cultivate a cheerful & flexible attitude, be honest & positive, show passion, dependability, initiative, cooperation and have the drive for continual learning.
This position may lead to extended and higher duties including involvement in new and future business ideas. We are looking for someone to grow with the 32 Byte family and operate at a high level.