Responsiblities:
- Part of a team which provides helpdesk and on-site technical support to customers.
- Provide Level 1 and 2 support to customers and resolve issues reported within service level agreements.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, technical leads, project manager etc.).
- Track issues through to resolution.
- Work with client on server and infra related issues/tasks.
- Carry out root cause analysis to improve performance.
- Ensure all issues are properly logged and updated (issue logs).
- Ask customers targeted questions to quickly understand the root of the problem.
- Diagnose and troubleshoot technical issues.
- Document technical knowledge in the form of notes and manuals.
- Generate statistics and issue log from JIRA or other logged systems on monthly basis
Reqiurement:
- Bachelor of Science / Information Technology with 1-3 years of work experience as an IT Support Engineer, IT HelpDesk Technician or similar role.
- Familiar with Windows OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Has the basic knowledge to perform tasks like verifying scheduled jobs, application services , start and stop Microsoft IIS, checking SQL server database etc.
- Able to do basic configuration of Dynamics D365 CRM (Knowledge transfer will be shared and conducted by NEC CRM technical consultants).
- Interested to learn new technologies such as Dynamics D365 CRM, JIRA, Azure cloud, interfaces with other systems etc.
- Ability to diagnose and troubleshoot basic technical issues
- Ability to solve problems and communicate well with the customers
Shortlisted candidates will be shortlisted for a 1 Year agency contract employment.
License No : 12C6060
