Technical Support Executive

COMPANY DESCRIPTION:

IDS Next is a dynamic company that develops, delivers, and supports cloud, on-premise, and hybrid enterprise hotel technology solutions to hoteliers worldwide. We provide our premium solutions to hoteliers across all market segments, from single-property hotels to chain and group hotels. With more than thirty years of experience, IDS supports over 5,000 clients in over 120 hotels chains across 45 countries.

JOB POSITION:

Technical Support Executive

JOB LOCATION:

Sri Lanka

JOB DESCRIPTION:

We are seeking dedicated and responsible technical support executives to manage and maintain IT systems. You should be able to diagnose and resolve issues relating to hardware and software, working efficiently with the team.

RESPONSIBILITIES:

  • Record and classify received incidents and immediately resolve issues
  • Log all Incident/Service Request details, allocating categorisation and prioritisation codes
  • Inform users of their Incidents’ status at agreed times
  • Associate Incidents with other records (Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Provide first-line investigations and diagnosis of all Incidents and Service Requests
  • Verify resolutions with users and resolve Incidents in Salesforce (CRM)
  • Escalate Major Incidents to Level 2 support
  • Escalate Incidents at the risk of breaching Service Level Agreement to the Level 2 supporter or manager
  • Handle all Incidents and Service Requests throughout their lifecycle
  • Update cases with well-written activity reports on a regular basis and maintain case documentation

REQUIREMENTS:

  • Excellent communication and writing skills
  • Ability to work independently and under pressure
  • Good knowledge of products depending on their service area
  • Troubleshooting skills and excellent problem-solving skills
  • Good team player and ability to communicate with the staff at all levels
  • Ability to learn new technologies
  • Excellent time management skills
  • Good customer serving skills
  • Computer literate
  • Knowledgeable in Remote Control (Ammyy, TeamViewer, Remote Desktop, etc.)
  • Excellent presentation and technical writing skills
  • Skilled in planning, organising, and adapting within a multi-tasking environment
  • Willing to work on 24/7 roster basis shifts

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    Technical Support Executive - Sri Lanka
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