LEVEL 1 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 1 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 1 Support is to ensure the resolution management of new cases within service level agreements, aiming to reduce repeat calls.

Key Responsibilities:

• To be the first point of contact over a variety of channels – phone, SMS, email, and chat.
• 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.
• To ensure calls/tickets are logged, prioritized, and escalated appropriately.
• Provision of basic training to customers over the phone.
• Creation of sales orders for new software/hardware requirements.
• Collaborate & communicate effectively within the team.
• Aim to increase the number of calls/tickets to be resolved on the first call
• To ensure customer complaints are escalated to the level 1 team leader.
• To actively contribute to and participate in professional development opportunities afforded by the company.

Essential Skills & Experiences:

• Diploma/Degree in Information Technology with minimum 1 years of experience in similar role and field.
• Microsoft Certification will be an added advantage.
• Demonstrated level 1 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.
• Intermediate computers skills – predominantly in software, hardware and networking would be an advantage.
• 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.