L2 IT support engineer

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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 our 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 2 IT Support Engineer handles escalated support requests from Level 1 Engineer where they can’t handle as well as any projects that require on-site implementation. When help is needed the L2 IT Support Engineer can turn to the Team Leads and Technical Manager for guidance and support.

JOB RESPONSIBILITIES

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

PROJECT WORK

From time to time the projects team will need additional resource to help deliver projects on-site.

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

JOB REQUIREMENTS

• Diploma or Degree 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
• Good 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

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open