wiGroup is looking for a passionate, innovative and skilled individual to join the wiGroup Support team located in Mauritius.

OBJECTIVE

Our business headquartered in Cape Town, South Africa, focuses on mobile transacting and the development of digital applications, while specialising in integration into retailers’ point-of-sales (POS). Our goal is to simplify and improve how the world transacts.

wiGroup is looking for a passionate, innovative and skilled individual to join the wiGroup Support team located in Mauritius. The role entails being the SPOC, 2^nd line support to the wiGroup customers, escalation point for business and development teams that deliver bleeding edge data products related to high performance mobile transacting Products to a wide range of Clients. He/she will be responsible for providing remarkable Application/Infrastructure support to the wiGroup business and customer base. The candidate will also be expected to interact with customers by providing services like remote training and store calling as part of service improvement, understand Windows networks & systems and POS hardware & software, while showing initiative in providing solutions. The ideal candidate should be able to multi task between Service Desk tasks and projects, sometimes working under the pressure of deadlines.

wiGroup is a world of possibility as much for our employees as it is for our clients and the millions of people who use our tech on a daily basis and this is your opportunity to be part of something big, something unique and something that can truly change the world.

RESPONSIBILITIES

‣   Take ownership of customer issues reported and see problems through to resolution

‣   Research, diagnose, troubleshoot and identify solutions to resolve internal customer issues

‣   Follow Standard Operating Procedures for proper escalation of unresolved issues and problems to the Support analysts or appropriate internal teams and drive to completion.

‣   Provide prompt, regular and accurate feedback to all internal/external customers

‣   Ensure proper recording, prioritization, classification and closure of all issues through the Helpdesk Ticketing system. Details captured should allow for detailed data analysis that will be used to identify possible problems.

‣   Ensure that assigned calls are attended to and resolved within contracted SLA's.

‣   Ensure internal/external ticket communication are performed in a professional and timely            manner

‣   Escalate all relevant incidents/problems in a timely and accurate fashion

‣   Ensure that analysis for manual reporting is completed accurate and timely

‣   Provide Ad hoc Support / Helpdesk tasks

‣   Perform shift based support on a 24/7 rotational duty roster as per requirement and scheduled by the Service Desk Manager.

‣   Provide IT support and resolve incidents/problems to end user’s satisfaction

‣   Provide remote troubleshooting related to instore connectivity, system availability and POS configuration including but not limited to the evaluation of the POS logs etc.

‣   Assist with store monitoring, testing and analysis of incidents

‣   Perform ad hoc remote store training

‣   Assist with store registration general admin

Requirements

1. Knowledge & Skills

‣   Required:

• International Helpdesk/Service Desk experience (2-3 years)
• SQL knowledge and entry level experience (1-2 years)
• Experience in ticketing systems (e.g. SysAid, JIRA, Freshdesk etc.)
• Experience in Microsoft, Unix/Linux and Apple Operating systems
• The ability to think logically / analytical
• Relevant experience in how software and operating systems work
• Excellent listening and questioning skills, combined with the ability to interact confidently with internal/external customer to establish incident details
• The ability to work well in a team
• Problem solving skills
• A strong customer focus
• The ability to prioritise your workload

‣   Advantageous:

• SQL / XML / Python / JSON / VB scripting knowledge
• Linux console knowledge / skills

1. Qualifications

‣   Required:

• 2-3 years experience in Service Desk support or similar International environment.
• IT certification (MTA, MCSA, MSCE, A+, etc.)

‣   Advantageous:

• SQL / XML / Python / JSON / VB qualification
• ITIL certification

1. Characteristics

‣   Great communicator

‣   Natural problem solver

‣   Efficient multitasker

‣   Attention to detail

‣   Deadline/Delivery driven

‣   Logical and Analytical with a passion for solving problems

‣   Organized with the ability priorities and plan

‣   Positive and energetic

‣   Proactive and able to take initiative

‣   Hard-working and self-motivated

‣   Persistent and relentlessly driven to deliver at the highest quality

‣   An eager and fast learner - commitment to continuous learning

‣   Ability to work independently and as part of a team

‣   Able to manage pressure and deadlines timeously and effectively

‣   Commitment to excellence and innovation

‣   Extreme curiosity for understanding how things work