Posted 11 days ago
Description
Overview
Propelis, is a go-to-market ecosystem that enables marketers to move their brands forward with greater speed, clarity, and confidence. Our broad range of integrated solutions include brand creative, packaging, print solutions, branded environments, and content production. Services are delivered through our family of brands: SGX, Marks, Equator, Collide, and 5Flow. With a combined legacy spanning more than 150 years, Propelis commences operations with 10,000 employees in 30+ countries, nearly $1 billion in annual sales, and a diverse client base of over 2,000 leading companies.
5Flow integrates the technology products and services of SGK and SGS & Co—including Wave, Mediabox, Dragonfly, Photon, and Ai Lab—into a unified, cloud-smart platform for FMCGs, pharma, retailers, and printers. Powered by a global team of experts in both technology and the intricacies of the packaging and content production workflows, 5Flow reduces the complexities of brand management, enabling clients to move faster, adapt more quickly, and stay ahead of change.
Role
5Flow are currently seeking an Application Support Technician to join their team based in Vacoas-Phoenix, Mauritius. This is a hybrid working role with shift-based hours that include night-shifts to ensure support is readily available for our client and user base.
Responsibilities
- Provide 1st Line of support to end users for Mediabox
- Be responsible for assessing issues logged in the ServiceNow (SN) ticketing tool; categorize the issues correctly and acknowledge them.
- Implement a resolution for the issues, if possible, based on knowledge, processes, and basic verification, or escalating to the next level team while adhering to set SLAs. (Basic Verification includes small investigations on Set-Up of the Mediabox).
- Conduct calls if needed with users (critical or aged cases) from Customers/external for live support and better understanding of the situation.
- Be responsible for resolving incidents logged on to the helpdesk for the SGSCO software engineering team, ensuring that incidents that are logged are dealt with in a timely manner.
- Implement new processes and creation of knowledge articles (Level 1).
- Assist Technical Project Managers with tasks relating to Mediabox.
- Follow up on Devops tickets and action where required.
Qualifications
- Excellent communication skills (English and French)
- Experience gained within a service-focused role - ideally within technical support
- Have ambitions to develop your career within Software, Business Analytics, or Technical Project Management
- Be willing to work to a shift pattern, including night shifts
