Job description:

Role
Actively contribute to the delivery of Service Centre activities by providing first-level technical support for SICPA's solutions. Handle customer inquiries and service requests, coordinate with local and global support teams, and ensure the efficient operation of the system while delivering high-quality customer service.

Specific Responsabilities and duties

Provide first-level technical support through the Service Centre, including the Support Line and Support Email
Act as the first point of contact for customers and system users, ensuring inquiries and service requests are handled efficiently and within agreed service levels
Coordinate with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests
Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when appropriate
Support the implementation and application of Service Management processes, including Incident, Problem, Change and Monitoring Management
Manage incidents, service requests and change activities, ensuring issues are properly tracked, resolved and closed
Contribute to the preparation and delivery of technical training for customers and internal teams
Prepare operational and service performance reports as required
Support the coordination and communication of system releases and upgrades
Contribute to the continuous improvement of support processes, documentation and operational practices
Ensure compliance with SICPA policies,



procedures and Health, Safety & Environment standards

This role also involves

Participating in improvement initiatives and operational projects
Supporting the development and maintenance of operational procedures and documentation
Collaborating closely with local and global teams to ensure high-quality service delivery
Performing additional operational or administrative tasks as required by the Service Centre Team Leader Service Center Technician

Profile

Bachelor's degree or equivalent technical qualification through education and experience
Minimum 2 years of experience in a Service Centre, Helpdesk or Technical Support environment
Good understanding of technical support processes and IT systems
Experience working in SLA-driven customer support environments
Strong troubleshooting and analytical skills with the ability to diagnose software-related issues
Excellent communication and customer service skills
Well organised, proactive and results-oriented • Strong team player with the ability to work effectively under pressure and meet deadlines
Fluent in English (minimum B2 level)

WHY JOIN US

Join a global leader in trust technologies with a mission that matters.
Be at the strategic heart of a financially sound and innovation-driven company.
Collaborate with high-level experts and work on impactful international projects.
Operate in a multi-cultural, high-integrity setting where autonomy and ownership are encouraged

📌 Service Centre Technician - IT Support (Goa)
🏢 SICPA
📍 Goa