Our client a IT Services company is looking to hire Deskside Support Engineer.
Responsibilities:
- Maintains a first class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner.
- Install, upgrade, support and troubleshoot Windows Operating System and application such as Microsoft office, Adobe and any other authorized desktop application.
- Perform smart hands and eyes for Infrastructure
- Remote support (L2) across the region
- Regional coordination with third party suppliers
- Able to travel to neighboring cities
- Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools
- Meets established Service Level Agreements (SLAs) guidelines
- Diploma or Degree in IT / IS discipline or equivalent
- At least two years’ experience in end user support
- Very good support knowledge in Microsoft Operation System
- Very good support knowledge in MS Windows OS and Office suite of product
- Basic knowledge in IT Infrastructure (Network topologies, VPN, Server etc.) enough to isolate end user problems.
- Customer focus, with exceptionally good customer service, inter-personal and telephony skills sets.
- Process oriented
- Able to perform in fast moving and demanding environment
- Able to multitasked
- Team player who is self-motivated, self-disciplined and initiative
- Responsible for software development, testing, implementation and maintenance
- Perform the tasks of coding, testing and deploying application programs
- User requirement collection
- Develop and maintain program and system documentation
Project implementation and Support and enhance business application
