JOB SUMMARY

The candidate will be responsible for troubleshooting Desktop & IT-related issues and providing post-sales Maintenance support services to clients.

RESPONSIBILITIES:

Support on-site and remote end-users to resolve IT-related issues (hardware/software/network) on their notebooks/desktops and related peripherals.
Perform installations, migrations and troubleshooting on systems.
Resolve issues that occur outside work hours whenever needed.
Take ownership of technical issues and working with the team to resolve more advanced issues when necessary (1st level support).
Participate in the service ticket system and task assignment and scheduling processes.
Ability to adhere to SOPs to carry out duties and escalation of issue to Level 2/3 support.
Provide in-house helpdesk support via phone/email/remote access support.
Document troubleshooting and problem resolution steps.
Participate in providing customer training when required.
Keep customers informed on the support development and progress.
Report to assigned Team Lead/Manager during support request.
Provide reports to facilitate case monitoring/closing, daily/weekly timesheet on activities for operational visibility.
Excellent Customer Service skills required.
Other tasks and projects as assigned by Manager or Management.

QUALIFICATION & EXPERIENCE

ITE/Diploma in Information Technology from recognized institutes.
Experience working in an IT support role for about 1-2 years.
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Ability to plan and prioritize workload without supervision.
Ability to prioritize, manage and perform under pressure to meet SLA's.
Excellent knowledge of Customer Service best practices.
Willing to work flexibly and with enthusiasm.

SKILLS AND ATTRIBUTES:

Good interpersonal and communication skills, high adaptability, and a positive attitude are expected.
A team player with the determination to drive to excel.
Excellent customer service skills.
Self-motivated with a strong drive to succeed.

Associate Support Engineer