Primary Responsibilities:

• Day to day support end users on application troubleshooting and problem resolution
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers

Authority:

Feed back to team leader if any issue raised

Duties:

• Be willing to support users
• Ensure all the tasks of the team would be done on-time
• Research the new technology and propose it for service of the team
• Prepare the report weekly on-time

Education Required:

• Bachelor Degree or College Diploma in Computer Science/IT or Telecommunication
• Preferred if having networking/administration specialist certificates (e.g., A+, Network+, CCNA, MCSA, MCSE, LPI)

Experience Desired:

• 1 years previous IT Service Desk and/or Call Center experience required
• Any relevant experience to ME Service Desk or Kayako Helpdesk is preferred

Skills Desired:

• Strong knowledge about Microsoft Windows operating system family (Windows 10, 11, 2012/R2, 2016, 2019 …), Linux (Ubuntu, RedHat, CentOS…) and Mac OS (Mojave, Catalina, Big Sur, Monterey …).
• Strong knowledge in Microsoft Office family (Word, Excel, Powerpoint…). Ability to create and maintain documents.
• More than 1 year experience in IT, preferable within the area of software management or desktop management & support
• Service orientation, a distinct awareness of quality and a structured approach to work
• Good English communication skills verbal and written
• Ability to think analytically and systematically
• Strong ability to adhere to processes and an accurate work style
• MCITP - Enterprise Desktop Support Technician certification is preferred

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