Job description for IT Support Specialist at eVantage HR
Job Scope and Key Activities
- To act as a single point of contact for all user incidents, requests, and general communication.
- Provide Level 1/2 support to all applications or software systems.
- Coordinate with different support team to ensure issue resolved with proper resolution recorded.
- Follow SOP and policy defined.
- Knowledge Base Maintenance.
- Provide incident management for all in-scope assets.
- Responsible for tickets resolution within scope of support, with the use of remote diagnosis and resolution where appropriate.
- Responsible for call logging, call assignment, incident management & coordination, call tracking and follow up to closure within agreed SLA.
- SLA compliance and reporting.
- Responsible for scheduling the engineers for onsite service calls.
- Log all calls in the CRM system provided; review and manage all incidents and problems to ensure accurate recording, appropriate classification, timely escalation and updates to the customers.
- Manage proactive monitoring using relevant tools and manage the alerts and tickets generated to closure.
- Review the incidents and contribute to building up a knowledge base for effective and efficient IT support.
- Develop and maintain service desk metrics and reports.
- Focus on first call resolution to ensure early closure of tickets.
Abilities, Skills, and Knowledge (ASKs)
ABILITIES
- Good problem solving ability
- Good customer service and stakeholder management skills
- Good communication skills
- Good strong analytical and problem-solving skills. Ability to think outside of the box and apply creative solutions.
- Demonstrate an ability to establish relationships and build rapport at all levels, uncover technical issues, and facilitate their resolution.
- Demonstrated ability to work successfully in a team environment, with good time management and organization skills.
SKILLS
- Good technical hands-on skills
- Good networking configuration and troubleshooting experience (switches, routers, firewalls, wireless set up and VPN)
- Good troubleshooting skills of end user equipment (e.g. Windows and Mac systems)
KNOWLEDGE
- Good knowledge in SCCM, Linux, AWS and Azure
- Good knowledge on the desktop support for both hardware and software
- Possess certification of CompTIA A+/Microsoft Azure Fundamentals/Google IT Support Professional will be an advantage
Job Requirements
- Preferably with 2 or more years related experience.
- Proficient in English
- Understanding of and commitment to the principles of confidentiality.
