Responsibilities
- Performed Desktop Support services to users
- This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
- Perform imaging/re-imaging
- Perform asset inventories
- Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
- Updates Incident records
- Creates and updates work instructions (where necessary)
- Document standards and procedures (where necessary)
- Perform data migration
Requirement
- Min. ITE/Diploma graduate with 4 year experience in desktop support or IT related roles
- Min 1 year experience in Microsoft Windows 10 and Microsoft Office 365
- Basics skills in understanding active directory, one drive , servers , networking, storage and cloud technologies .
- Clear Spoken & Written English.
- Possess at least one (1) of the following certifications or their equivalent: CompTIA A+; CompTIA Security+; CompTIA Network+; Microsoft Certified: Windows Client; and Microsoft Certified: Managing Modern Desktops.
- Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
- Demonstrate knowledge in the support of workstations, and related components
- Good verbal and written communication skills
- Good coordination skills
- Ability to prioritize effectively and work with a sense of urgency
- Effectively communicates with teammates and managers
- Ability to mentor and train junior engineers.
- Able to manage small projects i.e. OS upgrades , software implementation.
- Able to commute to multiple site
