Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).
- Diagnose and Resolve Technical Issues in accordance with Standard Operating Procedures;
- Maintain and monitor daily performance of wireless and network infrastructure.
- Log fault calls and other modes of communication and ensure prompt and timely follow up.
- Incident testing and replacement of faulty equipment.
- Assist in the preparation of status reports.
- Deliver training to users, engage in updates and write ups on various training and technical manuals.
- Render assistance and support to Engineers.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
Requirements:
- Diploma/ Degree in IT, Computer Science or relevant field with related work experience.
- Proven experience as a helpdesk technician or other customer support role.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Able to work shift hours.
