TMM 1st Line Technical Support Agent

Company Profile:

Macro Evolution Services Limited was established in 2018 to provide a range of support services to the reseller and vendor channels. Partnering closely with Exertis distribution, we provide technical and support services to enable partners to expand their value adding offerings to their clients without the need for expertise or infrastructure investment. We have created a high tech, high spec technical services facility that exceeds global brand compliance standards (e.g. ESD, security etc.). We also provide a range of warranty support services to global vendors to improve the customer experience journey, including the capability and reach to provide our services across Ireland, the UK and wider European territories. Our management team boasts decades of specialist services experience with our primary focus on evolving service offerings on behalf of our partners. Partners can then focus their resources on their core needs by harnessing our infrastructure and expertise on a project, “tap-in / tap-out” or long-term annuity contracted basis.

Position Summary: Reporting to the Total Managed Mobility Team Leader, this position is primarily that of a 1st line Technical Support Agent. The role involves dealing with simple and more complex queries asthey arise from our customers.

Main Responsibilities:

• Working in a busy team as part of a 1st line technical support.

• Ability to quickly build rapport with customers, colleagues and management.

• A strong commitment to delivering an excellent customer experience.

• Responsible for achieving the contractual SLA & Targets.

• Answering inbound/outbound calls and emails from our customers.

• Review UEM/MTP mobile security platforms.

• Diagnosing possible issues/causes.

• Support end user requests.

Knowledge, Skills, and Abilities:

• Relevant IT qualification or experience.

• Excellent attention to detail and organisational skills. 

• Knowledge of UEM Platforms & Networking would be a distinct advantage.

• Good working knowledge of Microsoft Office especially Word, Excel, and underlying Windows OS.

• Previous experience in Mobile industry.

• Excellent computer literacy.

• Knowledge of Internet/Mobile technologies and an understanding of mobile security.

• Fluent English Language Skills: Able to communicate with customers on a day-to-day basis via telephone, email & chat services.

• Experience within a telecom’s environment