LEVEL 2 IT SUPPORT OFFICER – Pacific Centrecom Fiji Limited

Job Description & Skills/Qualifications Required

About Us

Pacific Centrecom (Fiji) Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service.

Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

The Role: Level 2 IT Support Officer (Suva)

To assist in providing a high standard of remote, telephone and email support to our client by providing service excellence in every engagement and utilizing cutting edge technology. The role of Level 2 Support is to ensure the resolution management of new cases within service level agreements, aiming to reduce repeat calls.

Key Responsibilities:

• To ensure technical service delivery and resolution of cases
• Diagnose and resolve complex system issues
• Act as the first escalation point within the team
• Respond to incoming POS issues by troubleshooting as per guidelines and internal processes
• Maintain first class communication with the client, adhering to specific service level agreements
• Resolution of tickets/issues within capability level
• Provision of training to customers over the phone & face to face
• Training and onboarding of level one staff
• Support Manager with internal projects
• Liaising with integrators and proactive rollout of new/updated systems
• Repairs, reporting of bugs for continuous improvement and recommending integration partners for case resolution
• Collaborate & communicate effectively within the team
• Aim to increase the number of calls/tickets to be resolved on the first call
• Ensure customer complaints are escalated
• Actively contribute to and participate in professional development opportunities afforded by the company
• Promote the values and behaviours expected of Impos at all times

Essential Skills & Experiences:

• Diploma/Degree in Information Technology with experience in similar role and field.
• Microsoft Certification will be an added advantage.
• Demonstrated level 2 technical knowledge.
• Proven ability to build and maintain positive relationships.
• Ability to engage others through credible communication and presentation.
• Sound ability to multi-task across multiple IT platforms, with effective time management skills to ensure conflicting deadlines are met.
• Ability to show initiative and self-motivation.
• Advanced computer skills – particularly in networking, hardware/software and SQL Server
• High attention to detail and strong analytical skills.

Remunerations and Benefits:

• Competitive salary package.
• Medical Insurance.
• Access to discounted travel.
• Work in a fun and supportive team.