Job Description

WabiCulture: The Wabi ecosystem, together with the Coca-Cola Company, is creating one of the biggest disruptions in the history of mass consumption, making incredible changes in record time!! Join our team and live like a Wabi Lover, helping to create and build projects from scratch, contributing your ideas and generating a great impact on product and business developments. You are going to be part of a dynamic team with agile methodologies and a lot of influence in the whole development process!! Wabi life implies challenge, change and constant innovation. Be part of this great technical team that always goes for more! Once you join Wabi you will become owner off great implementations! Responsibilities & Tasks:

• Work on and resolve escalated Helpdesk Tickets

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

• Create and maintain documentation for processes
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager

• Ability to solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of Cloud operated services, business applications and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to keep up with & adapt to the fast-paced IT world
• AWS Cloudwatch searching and filtering
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.