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Technical Support Analyst
hace 3 meses
ABOUT MONDIA GROUP
OUR MISSION | At Mondia Group, we leverage technology to forge connections between brands and individuals through impactful content that enhances lives. By analyzing market trends and integrating technology, we pinpoint solutions that elevate businesses and transform user experiences.
OUR DISTINCTIVE EDGE | Our leadership in the digital technology sector stems from our capacity to customize our services to address unique business challenges.
YOUR ROLE | We are committed to fostering an inspiring workplace with a culture of engagement and high performance. We envision a future filled with unlimited digital possibilities, global outreach, and authentic connections. If you are enthusiastic about contributing to a dynamic environment alongside like-minded professionals, we encourage you to explore this opportunity.
As a Technical Support Analyst, you will be the initial point of contact for clients and internal users, addressing their inquiries, concerns, and issues related to our mobile entertainment offerings. Your role is crucial in ensuring client satisfaction through the prompt and effective resolution of problems, providing assistance, and facilitating seamless access to our entertainment platforms. Your dedication to exceptional customer service will significantly influence the success and reputation of our mobile entertainment services.
A key challenge in this position involves assessing whether an issue can be resolved at your level or if it necessitates escalation to the appropriate team. This requires a comprehensive understanding of our IT environment, the ability to identify specialized expertise, and effective communication to ensure timely routing of reported issues.
Following ITIL protocols, the Technical Support Analyst reports to the Head of IT Service Management and collaborates closely with Development, SysOps, DevOps, and Platform teams.
Key Responsibilities:
- Respond promptly and effectively to technical inquiries from customers across all Mondia services in a non-scripted environment, adhering to Service Level Agreements (SLAs).
- Dispatch Service Desk tickets to various technical teams according to established operational processes.
- Manage user accounts for both standard and specialized applications within Mondia.
- Proactively monitor uptime, response times, and error occurrences for various services and applications.
- Collaborate with Office IT Support across different Mondia branches to maintain the asset management system.
- Develop and sustain the Mondia IT Service Desk knowledge base.
- Implement observability measures for application health, performance, and capacity.
- Optionally participate in on-call rotation as an incident manager.
- Engage in special projects and undertake additional assigned responsibilities.
- Provide IT support for office employees, including collaboration with vendors.
Qualifications:
Education:
- Completion of a college diploma in technology, computer sciences, or engineering within the last 3-4 years, or a Bachelor’s degree in computer science or computer engineering, or equivalent experience.
- Evidence of ongoing education in technical skills development, communications, and leadership is essential.
Professional Experience:
- A minimum of 3 years of relevant experience in the IT service desk domain.
- Familiarity with IT service desk policies, ideally with ITIL certification.
- Proficiency in Microsoft O365 administration.
- Experience with ticketing systems such as JIRA and Freshservice.
- Familiarity with monitoring tools like New Relic and dashboard solutions.
- Knowledge of PC architecture, applications, and operating systems (Windows and Mac OS).
- Experience in problem management is advantageous.
- Understanding of basic mobile development concepts (APIs, B2B, B2C/D2C) is a plus.
- Proven track record of enhancing standards and processes while driving efficiencies.
- Strong writing skills for customer and partner communications and process/tool creation.
- High energy and ability to work effectively under pressure.
- Robust planning and organizational skills for future growth and development.
- Effective communication skills in English (verbal and written) are essential.
- Ability to work independently and demonstrate initiative in overall service desk operations.
Benefits:
- Paid Time Off
- Health Insurance
- Flat hierarchies and streamlined decision-making processes
- Join a highly motivated, young, international team across three continents
- Enjoy a creative and modern office environment
