Junior IT/Desktop Support Engineer - Min 1 Year Experience

Job Description:

The 1st Level Remote Support is required to provide 1st level troubleshooting to user’s queries/incidents received.

Key Responsibilities

1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded to promptly.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level.
4. Maintain ownership of cases and follow up on reported issues until closure, ensuring accurate and complete relevant information is recorded.
5. Manage customer expectations and notify the Team Lead in the event of an unusual surge in calls of a specific nature.
6. Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Requirements

1. Knowledgeable in Microsoft O/S, Microsoft 365, and Microsoft Office applications.
2. Good laptop/desktop troubleshooting skillsets.
3. Excellent customer handling skills.
4. Excellent communication skills.

Benefits:

• Annual Leave
• Medical Leave
• Insurance Coverage
• Medical Coverage
• Yearly Completion Bonus
• Monthly Operation Excellence Award (Performance Bonus)