Areed

We are looking for an experienced and proactive IT Support Specialist to join our team. This role involves providing technical assistance, maintaining IT systems, and ensuring smooth operations across all company offices. The ideal candidate will have strong technical skills, problem-solving abilities, and excellent communication.

Main Responsibilities include but are not limited to:

• Technical Support: Respond to and resolve technical issues reported via alerts, phone, email, or in person. Provide assistance on hardware, software, network, and other IT related problems.

• Incident Management: Diagnose, troubleshoot, and resolve technical issues. Escalate complex problems to relevant teams when necessary.

• Hardware & Software Maintenance: Install, configure, and update operating systems and applications. Perform hardware upgrades, repairs, and maintenance.

• User Training & Support: Provide guidance and training to users on new software or systems to enhance proficiency.

• User Account Management: Create, modify, and deactivate user accounts. Manage permissions, access controls, and group policies in line with security procedures.

• IT Asset Management: Maintain an inventory of IT assets, including hardware, software licenses, and peripherals.

• Security Compliance: Assist in enforcing security protocols, policies, and procedures.

• System Monitoring & Maintenance: Monitor system performance and conduct routine maintenance to ensure optimal functioning of IT systems and networks.

• Collaboration & Coordination: Work with other IT teams and departments to resolve cross-functional issues. Coordinate with external vendors when required.

• On-Call Rotation: Participate in an on-call schedule to provide after-hours support for critical issues.

• Perform any other duties related to the role as required by business needs.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Familiarity with ITIL or other IT service management frameworks (preferred).

• Certifications such as CompTIA A+,MCITP, or similar are considered

an asset.

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, routers, switches, wireless technologies) and ability to troubleshoot connectivity issues.

• Strong knowledge of Windows operating systems, including troubleshooting and configuration.

• Experience installing, configuring, and updating software and operating systems, as well as hardware components (RAM, hard drives, graphics cards).

• Ability to diagnose and resolve hardware issues in computers, printers, scanners, and peripherals.

• Proficiency in managing user accounts, permissions, access controls, and group policies. Ability to perform basic MSSQL queries (asset).

• Preferably 1 year of experience providing technical support in an enterprise environment.

• Possession of a valid B driver’s license.

• Strong active listening and communication skills.

• Accuracy and attention to detail in all tasks.

• Systematic approach to identifying, analyzing, and resolving issues.

• Knowledge of hardware configurations and assembly/disassembly.

• Proactive and collaborative mindset.

Areed

Areed

Primary Purpose:  

The primary purpose of this role is to oversee the daily running of the contact center team.

Main Duties:  

• Handling of customers’ calls/messages/queries via different channels when required
• Dealing with complaints and executive complaints – Ministry/PA/Managing Director/ TM when required
• Coaching and development of Customer Care agents
• Monthly calls and emails grading (quality checks)
• Speed coaching
• Checking and approving of alert back-end system
• Preparing shift rosters for the customer care agents
• Managing leave, absenteeism, and break times of the team
• Handling of agents` issues and problem solving
• Working on a shift basis
• Any other duties related to the job position that may be required depending on the exigencies of the business at the time.

Education/Qualifications:

• Ordinary level of education in Maltese and English, and preferably in Mathematics

Experience:

• 1 year` work experience as a Customer Care Agent at MPT will be preferred

Core Competences:

• Self-confidence
• Developing others
• Managing others
• Attention to Detail
• Problem analysis
• Self-motivation
• Proficient use of MS applications
• Coaching, time-management, organisational and development skills
• Think outside the box and go the extra mile for the customer

Areed

Primary Purpose:  

Malta Public Transport is excited to offer a fantastic opportunity for a passionate and dedicated Customer Care Agent to join the Commercial Department. Join us as we work together towards providing exceptional service and excellence. Your contribution can make a real difference in shaping the future of public transport in Malta. 

Main Duties include but not limited to: 

• Answering Calls – Responding to customer queries.
• Replying to customers’ messages via different channels including Facebook, Web, Emails etc.
• Dealing with complaints in a courteous and professional manner.
• Logging of complaints on internal system and escalating to the respective departments as necessary.
• Adhering to the average call handling time and quality standards required.
• Acting as backup receptionist when required.
• Working on a shift basis.
• Any other duties related to the job position that may be required depending on the exigencies of the business at the time.

Core Competences:

• Strong communication skills, both written and verbal - Maltese and English.
• Microsoft Office Package; MS Excel and MS Word.
• O level standard of education.
• Positive attitude.
• Flexibility to work shifts and willingness to learn.
• Ability to work as part of a team / unsupervised at times.
• Ability to work accurately, with attention to detail.
• Problem solving skills.
• Ability to think outside the box and go the extra mile for the customer