24x7 L1 Support Engineer

Responsibilities:

• Provide 24x7 1st level support (12hrs shift helpdesk & onsite) for DXC Support Teams, Clients and Client’s 3rd Parties Vendors.
• Provide 1st level troubleshooting to customers.
• Respond to customer calls in a professional and courteous manner.
• Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers.
• Attend Daily Operations Review Meeting.
• Able to do initial diagnostic, categorisation, set priority, dispatch job.
• Able to support & coordinate with Support teams in incident/problem investigation and resolution.
• Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.
• Ensure timely case attention, resolution, escalation and closure, so that SLA is met.
• Ensure timely escalation of major and critical incidents.
• Ensure timely submission of daily and periodic statistics and reports.
• Ensure timely reporting of services outages or degradation and/or batch failures.
• Contribute and Submit knowledge request if found lacking in the knowledgebase.
• Liaise with internal and external vendors to satisfy customer queries.
• Proactively assist customers to avoid or reduce problem occurrence.
• Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk.

Education and Experience Required:

• Diploma or Certification in Information Technologies related fields.
• Minimum of 1-2 years of post-education IT work experience required.
• Working knowledge on Windows, Unix and Network.
• Basic Configuration and Administration of PC and Laptops will be a plus.
• Proficient level of computer skills including O365. Data analysis skill using Excel and Power BI will be a plus.
• Experience with call tracking/ticket management system (ServiceNow or Jira), Autotask preferred.
• Experience with Managed Services, IT Integration and/or Consulting experience a plus.
• Must be able to work independently and/or in a team environment.
• Ability to deliver valuable and professional IT services to external clients.
• Time management and organizational skills to efficiently complete assigned tasks.
• Good communication skills to ensure successful resolution to client issues.
• Ability to interact professionally with a diverse group of colleagues and clients.
• Ability to work on site at client locations with respect to client’s work environment & staff.
• Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients.
• Provide excellent communication with client while on site assuring superior client service.
• Only Singaporeans.
• Willing to work shifts – 12-hr shift including PH and Weekends.
• Fully Vaccinated.