Responsibilities:
• Undertake hands-on troubleshooting and maintenance, including software installation and upgrades, hardware setup, mobile device management, file backups, and application configuration.
• Take ownership of and drive issues to resolution, including the escalation to specialized resources within the broader IT organization, remaining engaged until the matter is resolved.
• Deliver Tier 2 technical support for client facilities, encompassing video and audio conferencing services.
• Lead, coordinate, and partake in improvements related to the on-site IT environment.
• Advocate for the organization's information security management system, assisting customers to work efficiently within the ISMS framework.
• Validate fixes to ensure the successful resolution of problems.
• Conduct follow-ups with customers after issue resolution.
• Evaluate documented solutions and analyze trends to prevent future problems.
• Manage customer inquiries via phone and email in a polite manner.
• Establish rapport with customers.
• Perform preventative maintenance, including the inspection and cleaning of workstations, printers, and peripherals.
• Prioritize and escalate issues as needed.
• Record, track, and document problem-solving processes, including both successful and unsuccessful decisions and actions taken until final resolution.
• Utilize diagnostic utilities to aid in troubleshooting, accessing software updates, drivers, knowledge bases, and online resources to facilitate problem resolution.
• Continuously develop the skills required for the role.
• Act as a backup for the IT Support Technician when necessary.
• Serve as the lead Audio Visual Subject Matter Expert (SME) for on-site and remote meetings and events as requested.
• Operate and maintain AV equipment for live meetings and events.
• Provide support and demonstrate expertise in online webinar tools and applications.
Qualifications/Experience:
• 3 to 5 years of experience in computer science, information sciences, or a related field.
• Microsoft MCP certification preferred or equivalent certification.
• Profound knowledge of computer hardware, particularly Dell workstations and laptops.
• Proficiency with Microsoft Windows.
• Extensive experience in providing support for Microsoft Office applications.
• Demonstrated ability to work within Service Level Agreements and a Service Desk framework.
• Experience collaborating within a team-oriented environment.
Interested candidates, who wish to apply for the above position, please send in your resume to [email protected].
We regret to inform that only shortlisted candidates will be contacted.
PERSOLKELLY Singapore Pte Ltd
EA License No. 01C4394
EA Reg No: R1875348 (Tewari Priyanka)
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