Managed Service Support SpecialistDepartment: SupportEmployment Type: TemporaryLocation: Cape TownReporting To: Zahied KajeeDescriptionSabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.Sabio provides expertise and solutions that our customers need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. At Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, delivering the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and 'can-do' attitude, which remains at the centre of everything we do.We are currently looking for a Managed Service Support Specialist to join our Aggregated Managed Services Team. This role would be ideal for a candidate looking to build their managed service experience while working on real-world technical issues with Sabio's Products, Custom Application solutions and world-class customers.Key ResponsibilitiesAs a Managed Service Support Specialist, you will be expected to perform across all ITIL disciplines across multiple customer portfolios. The duties include service desk management, change, problem, major incident and reporting management across multiple vendors and technology sets. Knowledge of Excel, PowerPoint, and data quality are key in performing these duties.You will work as part of a distributed, global team, providing advanced communication, collaboration, and incident management to the technical support teams. You will liaise with other 3rd party vendors on behalf of clients to remediate service affecting incidents and fulfill internal and external service requirements, whilst gaining experience of a variety of waterfall and agile deployment approaches. This role is a 12-month position.Skills, Knowledge & ExpertiseStrong Excel skills with the ability to build competent reportsStrong PowerPoint skills to develop customer presentationsEffective communication skills both across teams and with senior client managementExcellent spoken and written English, comfortable delivering a message to colleagues and customers at all levels of seniority.Ability to run, drive and present weekly/monthly customer service management meetingsExperience working within a challenging customer service environment.Excellent knowledge of change management principles and methodologiesAbility to identify, improve and manage business processes, organisation structure to increase business efficiency and service deliveryDesirable SkillsPreferred understanding and qualification in ITIL practicesKnowledge of contact centre technologiesKnowledge of cloud-based technologies and practicesExperience with patch/vulnerability managementExperience working with ITIL processes, and tools such as ServiceNow.Experience working in a DevOps environmentFamiliarity with CCaaS solutions and AI, such as Twilio and Google CCAICharacteristicsProactive and self-sufficient.Copes well under pressure.Analytical mindset with logical and methodical approach to problem solving.Customer focused.Detail oriented.Creative, able to think outside the box.Works well as part of a team.BenefitsThis is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company.Benefits may include:Remote/Flexible workPrivate health18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)LinkedIn LearningConnectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)The Small PrintStrictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates. Sabio Group are unable to offer sponsorship on any roles advertised.
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