PRINCIPAL DUTIES AND RESPONSIBILITES
General Responsibilities for all levels
- Provide on-site technical support for PCs (software and hardware), voice equipment & mobile device (Smartphone and Tablet)
- Physically set up computers and software system installation
- Perform basic hardware moves and changes
- Record and manage all incidents and requests in ticket-tracking system
- Ensure timely resolution of issues by acquiring necessary information to best measure impact to the customer
- Develop and update new and existing process
- Proactively inform management of trends, significant problems and expected delays
- Provide other IT-related support as required by the business
- Documentation of products support and processes
- Update and manage inventory on new incoming hardware orders
- Communicate with vendors for incoming hardware orders and repairs
- New hire training - Provide OJT (On the Job training) to deskside new joiner and ensure their knowledge level is up to standard. Including technical & procedural knowledge
- New hire performance monitoring - Notify management on performance issue on new joiner for early intervention
- Asset disposal - Maintain inventory record for end of life assets. Manage hardware disposal tasks including physical hard drive removal from workstations
Qualifications
LANGUAGE
- English: Advanced level - strong verbal, written, listening communication experience
EXPERIENCE
- Solid understanding of PC hardware/peripherals
- Exposure of mobile OS such as Apple iOS and Google Android
- Good working knowledge and IT experience supporting Microsoft Windows configuration, desktop administration, Microsoft Office suite
- Basic understanding of network and server-side infrastructure
- Experience in delivering superior customer service experience
- Engineer: 1 to 3 years IT support experience, demonstrate experience to work independently
SKILLS
- Ability to make sound decisions following approved procedures in a fast-paced environment
- Ability to effectively manage multiple tasks occurring simultaneously
- Ability to work independently with little supervision
- Demonstrate ownership taking, willing to learn and share knowledge
