IT Helpdesk Engineer
You will be responsible for:
- Offering responsive L1/L2 IT Support to customers, ensuring timely resolution of technical issues and providing exceptional customer service.
- Proactively troubleshooting and administering infrastructure to maintain uninterrupted functionality, minimizing downtime, and optimizing overall system performance.
- Efficiently managing RAH Tech's Helpdesk System to streamline support processes, contribute to incident resolution, and enhance overall support service efficiency.
- Provide comprehensive maintenance services to ensure the sustained reliability and security of customers' systems.
- Meet service level expectations by responding promptly to clients' incident tickets and liaising with internal team to close the ticket.
- Taking ownership of IT service requests, resolving issues, and tracking them using a ticketing management system.
- Provide timely status updates to relevant parties.
- Serve as the point of contact for escalated technical issues and complex problem resolutions.
- Provide step-by-step guidance to users on issue resolution or workaround solutions.
- Manage creation, modification, and deletion of users account management (M365, Active Directory, file permissions) and perform clean-up projects of user profiles, files, email accounts.
- Continuous observation of internal support provisions, providing feedback for opportunities of improvement where appropriate.
- Demonstrates good spoken and written communication skills
Job Requirements:
- Strong technical knowledge on IT and personal computer troubleshooting with good awareness on cybersecurity
- Excellent customer management skill
- Should be a good team player and open to learn modern technologies.
- Adaptable and able to thrive in a challenging, fast-paced and growing organization/environment.
- Good Knowledge of Microsoft windows operating systems
- Proven analytical and troubleshooting abilities
- Communicate fluently in English - spoken and written.
- Able to follow Standard of Procedures (SOP).
As an IT Helpdesk Support Engineer in RAH Tech, you will play a crucial role in maintaining a seamless and optimal IT environment for RAH Tech and its customers by effectively addressing user inquiries, troubleshooting technical issues, and contributing to an enhancement of support service efficiency will contribute to the success of the organization.
