Responsibilities:
- Manage tickets and process incoming emails, ensuring SLA’s are met. Ensure proper recording and closure of all issues
- Perform Onsite Support on customers with Desktop, Servers and Network Issues.
- Take ownership of customer issues reported and see problems through to resolution
- Provide proactive, prompt and accurate updates and feedback to customers
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Coordinates and telecommunicate with different vendors and service providers on cases escalations
- Monitoring and managing day to day internal and external IT infrastructure operations
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Candidate will be required to standby beyond office hour to support external IT projects on rotational weekly basis
- Perform adhoc duties when required
- Assist in planning and managing roll-outs (staff assignments and project planning)
- Send backup reports on after office hours and weekends
Requirements:
- Diploma / Degree in Information Technology, Computer Science or equivalent
- Proven working experience in small, medium or large enterprise technical support, system administrator, IT support or as a technical engineer
- Good knowledge of Windows operating systems, virtualization, TCP/IP networking, Active Directory, Remote Desktop, Teamviewer or equivalent and desktop applications
- Basic knowledge of cloud services, Exchange and O365, storage networking, firewall administration, VPN Environments, Linux operating systems would be advantage
- Strong problem-solving skills
- Able to think out of the box
- Any IT certifications is an advantage but not required
- Can work on 24/7 work environment as on call
