ENVIRONMENT:

As a senior centre of excellence within the Contact Centre Support Desk, the primary purpose of this role is to act as a technical leader, driving the timely resolution of complex service and support-related escalations and problem management. This senior position is critical for providing technical leadership, mentorship, and training to raise the overall level of support offered by the entire team. The successful execution of this role requires the proactive coordination, communication, and facilitation of superior customer service through timely, relevant, and accurate technical support. Senior Support Engineers are entrusted with end-to-end incident and problem management activities, where accountability, follow-through, and feedback are critical to success.

Support Desk personnel are required to work on a rotational shift basis of either 07:00 to 16:00 or 09:00 to 18:00. As a senior resource standby is a requirement and this is likely to be on a...