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L1 IT support engineer

Published: Tuesday, 11 January 2022

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Our client was incorporated in 2007 and has progressively established their presence in the region in countries like Vietnam, Japan, Australia and China. Working closely with leading-edge manufacturers and product vendors, both globally and locally, the company has gained recognition as a trusted technology provider offering value-added products and services to their customers.

Our client provides a one-stop solution to businesses for IT infrastructure build-outs, private and public cloud adoptions, web hosting and application development, business digitization, end-to-end with simply a single-point of contact.

ROLE

The Level 1 IT Support Engineer handles escalated support requests from the customers. They will handle the support requests from customers directly.

JOB RESPONSIBILITIES

  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure the systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Maintain jovial relationships with clients

JOB REQUIREMENTS

  • Diploma in Engineering (Electrical & Electronic, Computer Science, Telecommunication, Information System of the equivalent)
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Basic knowledge of cloud concepts and networking
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal

COMMUNICATION, REPORTING & RISK

  • Create and maintain documentation for on-site processes
  • Escalate tickets that require Team Leads or Technical Manager support
  • Work with Level 1 Engineer to communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK

  • Follow the schedule provided by the Team Leads or Technical Manager or appointed Service Coordinator / Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager

SKILLS AND ATTRIBUTES

 

DESIRED

  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • Basic understanding of support tools, techniques and how technology is used to provide services
  • Basic understanding of operating systems, business applications, printing systems and network systems
  • Basic diagnosis skills of technical issues related of end-user hardware & software and network devices
  • Basic experience installing and maintaining networking and VoIP equipment
  • Basic experience and knowledge of working with the Microsoft 365 Platform
  • Basic experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
  • Basic experience working with vendors for expedited troubleshooting of hardware and software systems
  • A deep desire to deliver an amazing Client Experience
  • Basic knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Good Communications skills, founded in being a good listener
  • A deep desire to deliver an amazing Client Experience
  • The ability to keep up with & adapt to the fast-paced IT world

 

 

General CV submission 

 

Country: Singapore
Employment Type: Full time
Salary: Open