Responsibilities

  • Provide 1st line support to users to resolve user issues which include problems encountered in using the system, queries about how to use the system and system access issues.
  • Provide 2nd line on-site support to resolve issues which need on-site access (mostly related to desktop and mobile device support)
  • On-Site Problem Resolution
  • Part of a team which provides on-site engineering support to customers
  • Provide support to clients to resolve equipment issues reported within service level agreements
  • Properly escalate unresolved issues to appropriate internal teams (e.g. equipment providers and software developers)
  • Supervise 3rd party providers in maintenance support
  • Track equipment issues through to resolution
  • Carry out root cause analysis to improve performance
  • Ensure all issues are properly logged and updated (issue logs and vendor records)
  • Expected to be able to prioritize and manage several open issues at one time
  • Ask customers targeted questions to quickly understand the root of the problem
  • Diagnose and troubleshoot technical issues, including basic PC and peripherals setup
  • Research and identify solutions to equipment (software and hardware) issues
  • Document technical knowledge in the form of notes and manuals

Requirements

  • Diploma in Electronics, Communication Engineering or equivalent
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience in setup and troubleshooting of devices using RS232 serial, USB, TCP/IP, LAN, WAN, WIFI
  • Ability to configure communication devices such as routers and switches
  • Hands-on experience with Windows OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal

Shortlisted candidates will be offered a 1 Year Agency Contract employment.