International

We are recruiting to fill the position below:

Job Title: International - Technical Support Representative III

Job Identification: 376060
Location: 5 Gbemi Oluwa Close, Ikeja - Lagos
Job Schedule: Full time (On-site)
Job Category: IT - Information Technology
Slot: 2 Openings

Job Description

• To meet the needs of the Church, we seek to build teams that represent the diverse perspectives, broad life experiences and backgrounds of our global Church membership. With that in mind, we encourage all qualified applicants to apply.

Job Responsibilities

• May support multiple locations remotely and require international travel. Understands the nature of his/her customer's work, identifies areas for product improvement, and gathers requirements for new products.
• Enables the work of the Lord by providing standard support services for approved technologies and customers.
• This position is a skilled specialist who is pro-active, detail oriented, dependable, and able to prioritize tasks and accommodate multiple customer requests.
• The International TSR 3 provides information and communication services and leadership that enable the Church to hasten the Work.
• Addresses problems requiring complex analysis and evaluation, and considerable judgment and initiative.
• Is self-motivated and capable of working without supervision. May provide functional support and training for other TSR's.

Responsibilities

• Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
• Troubleshoot, prioritize, and resolve customer support incidents and service requests through searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
• Assist customers with simple training needs.
• Resolve complex system administration problems.
• Understand and diligently follow policies, standards, and processes.
• Maintain an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
• Ensure church network implementation standards and strategies are followed.
• Participate in continual learning and improvement.
• Provide regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
• Escalate in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
• Evaluate new and existing software applications for compatibility and ease of use, and provide feedback to solution and/or product managers.
• Share knowledge by contributing content to the knowledge base.

Qualifications

• Requires a Bachelor's Degree and a minimum 6 years of job-related experience supporting PC hardware & software, wired and wireless local area networks, Internet connectivity, and data and voice communication applications.
• Specific IT certifications are required.
• Must be able to speak, read and write English.
• Requires excellent interpersonal skills in dealing with customers at the highest levels of the Church, with good written communication skills.