About dinCloud:

dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers and Databases. For over 10 years, we have been innovating in the cloud space- as a born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency, and as such our innovative solutions can be tailored to the unique needs of many businesses and industries.

At dinCloud, we maintain a dynamically robust environment that is ever changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 500 personnel in our Islamabad, Lahore and United States offices, we function with the firm belief that our employees are our greatest and most valued assets.

Our perks and benefits package include:

• Health insurance for our employees immediate family members inclusive of their parents, which covers OPD, as well as IPD
• an effective provident fund policy along with EOBI facilities
• entitlement for paid leaves
• Pay Raises & Paid Trainings

We are presently searching for highly motivated candidates, with the will and determination to strive under pressure, and the innate ability to evolve and keep up with the emerging technologies in the industry.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, or self-service
• Provide level 1 troubleshooting and route all issues that cannot be resolved to the appropriate team.
• Accurately classify, prioritize, and record Incident/Request details into ServiceNow ticketing system
• Provide first contact resolution when possible
• Track and communicate with the customer throughout the ticket lifecycle and ensure proper follow-ups
• Ticket closing upon customer consent

Non- Technical Qualifications:

• Maintains cooperative working relationships with staff members, a good team player
• Customer-focused with an understanding of business impacts with exceptional customer service skills and oral and written communication skills
• Detail-oriented and organized
• Outstanding oral communication skills
• Ability to take and provide direction
• Familiar with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.
• Strong customer service skills
• Strong IT problem solving/troubleshooting skills

Technical Qualification:

• Must have prior Service Desk experience
• Experience with Windows 10, Office 365, Azure AD, Active Directory, Exchange/Office O365 is required.
• Familiarity with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.
• Technical Certifications: CompTIA, A+, MSCE is a plus
• Experience using ServiceNow Ticketing System is a plus
• Experience using remote assistance tools such as Beyond Trust and RDP is a plus