Customer Technical Support Executive - H One Customer Excellence - H One (Pvt) Ltd - Dialog Axiata PLC - Colombo

About the job

The Job

-Be the initial point of contact for all Azure, infra support and o365 IT-related inquiries and issues from clients.
-Updating, and escalating the ticket to the next level via phone adhering to established service level agreements (SLAs) with cx.
-Sharing required details to resolve Azure, infra support and o365 IT-related issues for clients, updating with proper work note in the ticketing system.
-Regular follow up with support team and Microsoft team until the high & medium tickets it gets resolved.
-Obtain customer feedback and satisfaction metrics to identify areas for improvement and opportunities to enhance the customer experience.
-Providing all support interactions and resolutions accurately in the ticketing system.
-Setup and configuration of end-user devices, including desktops, laptops.
-Guidance and assistance to end-users on IT policies, procedures, and best practices.
-Work with other IT teams to identify and implement solutions to recurring issues.

The Person

-Bachelor's degree in Computer Science, Information Technology, or related field (preferred) or equivalent work experience.
-Minimum 1 year experience in a technical support role, preferably in a service desk or help desk environment.
-Familiarity with ITIL principles and best practices.
-Excellent communication skills, with the ability to convey technical concepts to non-technical users effectively.
-Strong problem-solving and troubleshooting skills, with a keen attention to detail.
-Ability to work independently. 
-Positive mindset with Can do attitude.
-Should be a team player.