IT Support Engineer

Responsibilities:

• Provide support to Business Unit across the range of services provided to the company staff
• Responsible for supporting the IT help desk services to ensure services are delivered to meet business needs and expectations, within SLA standards (response time and resolution time)
• Log, track, record and resolve system problems, incidents, issues, requests and queries raised by users through phone/email/ticket within SLA standards
• Perform incident closure, verifying problem resolution with users and documenting resolution procedures
• Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner
• Act as a contact point between helpdesk operations, other teams (internal, external and vendor/supplier)
• Support VOIP, conferencing and mobile service request
• Take responsibility for identifying fixes for high priority problems, ensuring minimal business impact.

Requirements:

• Tertiary education (Diploma / Degree) in relevant field or equivalent
• At least 5 years of working experience in helpdesk support/call centre environment is preferred
• Good working knowledge on service desk ticketing system (ServiceNow), IP telephony system, email, online chat, service support process, and SLA
• Good working knowledge on other IT domains, including software, hardware (EUC Endpoints/Printers), servers and network operations
• Prior knowledge of System Administration Windows 10 and Windows Server 2012 / 2016, Microsoft Office 2013, Microsoft Intune, MDM, Okta (SSO), Sharepoint, Antivirus / Encryption, Office365 / Azure AD, AIX experience will be beneficial
• Ability to multi-task, take initiative and work independently with multiple stakeholders
• A can-do attitude with positive outlook, able to work under pressure.