Full-Time Technical Support Specialist

• Provide first line support to SGS affiliates and external clients
• Fast paced handling of incidents / requests resolution, escalation and information routing.
• Deciding on incident severity/priority
• Validation and evaluation of technical and or operational information pertaining to the incident
• First contact resolution and troubleshooting via phone and remote access tools
• Managing Incidents throughout their lifecycle

• Validate, evaluate and classify incident / requests.
• Determine resolution and/or escalation path to ensure all issues are appropriately managed.
• Evaluate content of requests / incident report and gather information if missing any.
• Record distinct issues in the tracking tools.
• Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
• Keep track of severity/priority 1 issues for appropriate escalation and follow-up.
• Recognize solutions for repetitive use and enter those in knowledge database.
• Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training.
• Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
• Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.
• Maintain a safe and tidy worksite.

• Bachelor degree or equivalent in engineering or information technology/service management courses
• Previous Customer facing role
• IT Literate - familiar with MS office applications, internet based applications and understands the basics of programming done on soft-wares.
• Experience of multi-cultural environments.
• Microsoft Certified Engineer is preferred

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