Desktop Support Engineer

Job Requirement

1. Candidate should possess a Diploma / Advanced Diploma, Professional Certificates, Bachelor Degree or equivalent in Engineering (Computer / Telecommunication), Computer Science / Information Technology.
2. Preferably at least 2 years of related working experience.
3. Preferably Executive specializing in Information Technology or equivalent.
4. Good communication skills in English and Malay language for both spoken and written.
5. 3 Contract positions available.
6. To provide technical and process assistance to end-users via on-site, phone, email, live chat, and web-form.
7. To diagnose and troubleshoot end-users’ problems with various IT tools.
8. To perform an initial assessment, attempt to resolve, or escalate the problem based on customer’s standard support process and procedures.
9. Analyze and clarify the queries by conducting research and troubleshooting the issues.
10. Provide necessary operation reports and documentation.
11. Perform work in compliance with specified KPI/service level requirements.
12. Perform any ad hoc or scheduled PC refresh within customer's premise.
13. Provide level 2 user support (onsite support by attending to end users).
14. Troubleshoot network operating systems, software, and hardware.
15. Be familiar with network operating systems, software, and hardware.
16. Work within a ticketing system and create documentation for new processes.
17. Train staff to maximize the potential of existing technology.
18. Provide individual support and training upon request.
19. Provide recommendations about support and information access.
20. Maintain an updated inventory of software, hardware, and resources.
21. Demonstrate aptitude for continuous learning and innovative thinking.
22. Able to work independently and in a team environment.
23. Strong written, oral, and interpersonal skills with a demonstrated ability to communicate with outside vendors and internal staff.
24. Document case studies and relevant IT processes and procedures, and add to the knowledge base of the organization.