L1 Support Engineer - Contract 1 year (FIRM) +1 year (OPTIONAL)
ROLE & RESPONSIBILITIES
a) Incident Logging and Ticket Handling: Log and process incidents, issues, and service requests submitted by users through phone or email in an incident management tool, resolving them in a timely and effective manner according to internal SLA. Maintain accurate records of issues and resolutions to help improve future support processes.
b) Basic Troubleshooting: Diagnose and resolve common IT issues such as password resets,
software installations, network connectivity and end-user computing (EUC) problems.
c) Escalation: Escalate complex issues to higher-level support teams (L2, management and/or vendor(s)) when necessary.
d) Customer Service: Ensure a positive user experience for staff and guests by maintaining a professional and helpful demeanor.
e) User Account Management: Create, modify, and delete user accounts across various systems, ensuring proper access rights and procedures are followed. This includes setting permissions, resetting passwords, and ensuring compliance with client policies. Provide new staff with their account(s) on their first day, and ensure that all resigned staff have their accounts deleted / submitted for deletion (eg. to AIC) on their last day when they return their laptops.
f) IT Inventory Management: Oversee and maintain an accurate inventory of IT assets, including hardware and software. This involves tracking the location, quantity, and status of assets, as well as monitoring software subscriptions and licenses to ensure compliance and avoid unnecessary costs and/or lapses. Ensuring sufficient assets are available for replacement, recommend tech refresh for equipment.
g) Device Management: Onboarding/Offboarding and assignment of User Devices (eg. mobile phones, tablets, laptops, etc.) on client’s MDM and other platforms for device management. Conduct regular checks and preventive maintenance on VMs, mobile phones and laptops to ensure serviceability; coordinate with vendors to facilitate/effect
repairs on devices as necessary.
h) Onboarding and Offboarding: Prepare/process IT assets such as laptops, desktops, and peripherals as they are acquired/procured; and conduct early setup of assets for new staff members before they are onboarded, with all necessary software and access
permissions configured. Safekeep and manage the return of IT assets from staff members who are offboarded, ensuring data is securely wiped and assets are ready for reallocation.
i) IT Asset Issuance: Manage the issuance and tracking of IT assets such as laptops, desktops, peripherals, licenses, and system accounts/access. Ensure proper documentation and inventory management to maintain accurate records of asset allocation and returns.
QUALIFICATION & SKILLS
- Higher NITEC in Electrical, Electronics, IT, Diploma, or equivalent.
- Relevant experience in IT system support and hardware maintenance.
- Minimum of 5+ years of L1 technical support experience in a large corporate infrastructure.
- Support experience in Active Directory, Entra, Intune; and use Fresh Service for ITSM and inventory, Windows servers, Hyper-V, Azure.
- Strong communication and interpersonal skills. Self-starter, self-motivated, and critical thinker who embraces challenges.
- Ability to work responsibly, independently, and in a team.
