Desktop & Application Support Engineer

Overall Purpose Of The Job

The Desktop & Application Support Engineer role is a primary function to support the clinic and business operation end user and maintain its smooth end to end operation. The position duties encompass both operation obligation and minor project delivery to the designated end user community.

The primary focus is to ensure timely resolution of incidents brought to the team and apply approved changes where applicable. As the on-site Specialist for any IT matter, you will be accountable and responsible to handle any IT related incidents.

Specific Responsibilities

Job Profile

1. Handle customers professionally and offer technical advice to support the Desktop & the peripheral Infrastructure.
2. L1 Support for the laptop, printers, and wireless infrastructure.
3. Assist to setup, reconfigure, load new laptop, printers, and its peripheral where applicable.
4. End user liaison and support.
5. Attend to user tickets regarding hardware, software and networking incidents.
6. Walk customers through installing applications and computer peripherals.
7. Ask targeted questions to diagnose problems.
8. Guide users with simple, step-by-step instructions.
9. Record technical issues and solutions in logs.
10. Direct unresolved issues to the next level of support personnel and own the incident resolution process.
11. Maintain asset and spare inventory.
12. Log incidents and track the workload.
13. Conduct handover among peers and teams.
14. Conduct routine activities as specified by the Operation guide.

Required Competencies:

1. The right person should have working experience in an operations environment supporting end user community.
2. Customer oriented and must have the service skillset to interact effectively with our customers in a professional and mature manner.
3. Effective communicator at all levels of the organization including with the third parties’ partner.
4. Demonstrate willingness to take incoming incident or service requests proactively without being prompted by team members or Management.
5. Put into practice accountability and responsibility to resolve the trouble ticket or request in a timely fashion.
6. Ability to be personable and tenacious as the situation requires.
7. Problem solving and root cause identification skills.
8. Strong analytic and decision-making abilities is advantageous.
9. Must be a team player and able to work with and through others.
10. Ability to influence others and move toward a common vision or goal.

Required Work Experience:

1. Preferably with 1-2 years of experience working and supporting desktop infrastructure in an end user environment.
2. Exposure to provide application support would be advantageous.
3. Experience with customer service and ability to interact with the end user is a must.
4. Good communication skills and able to engage with end user.
5. Fresh graduates can be considered as well with the right attitude and skill matrix mix.

Required Qualifications:

1. Diploma or Higher NITEC in any IT discipline.

Required Languages:

1. English (high proficiency in spoken & written), any proficient 2nd language.