Key Responsibilities

Service Operations Support

Assist in managing customer incidents and service requests through the service management system.
Provide first-level technical support and initial troubleshooting for hardware, software, network, and Microsoft 365 issues.
Escalate complex issues to senior engineers and track progress through to resolution.
Ensure tickets are updated accurately and resolved within agreed service levels.

Monitoring & Maintenance

Monitor customer systems, servers, network devices, and cloud services using monitoring tools.
Respond to system alerts and perform basic troubleshooting.
Assist with routine maintenance tasks such as patching, backup verification, and system health checks.
Support preventive maintenance activities to ensure service reliability.

Customer Support

Communicate professionally with customers via phone, email, and ticketing systems.
Provide regular updates on incidents and service requests.
Deliver excellent customer service and maintain positive working relationships with customers.

Documentation & Reporting

Record troubleshooting steps, resolutions, and system updates in the ticketing platform.
Maintain technical documentation, standard operating procedures, and knowledge base articles.
Assist in preparing service reports and operational updates.

Learning & Development

Participate in technical training and certification programs.
Learn and apply ITIL-based service management practices.
Continuously develop technical knowledge in cloud technologies, infrastructure, and managed services.

Requirements

Education

Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
Fresh graduates are encouraged to apply.

Experience

Fresh graduate or up to 2 years of experience in IT support, service desk, helpdesk, or technical support roles.
Internship experience in IT support or infrastructure administration is an advantage.

Technical Knowledge

Basic understanding of:

Skills & Competencies

Technical Skills

Soft Skills

Preferred Certifications

Candidates pursuing or holding any of the followingcertifications will have an advantage:

Key Performance Indicators (KPIs)

Team collaboration and support effectiveness

Junior Assistant Service Delivery Engineer