Job Requirements
Job benefits
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Flexible work hours
Productivity curve is not something steady and consistent as it depends on each person's unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.
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Medical insurance
To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.
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Vacation & Leaves
Feel a need for a short break from work? our company is quite flexible when it comes to leaves; be it for vacation, sick, personal, or mental health days. Simply discuss what you need and we will try to cater to those.
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Skills
Job description for Level 1 IT Support Engineer at Evernet Systems Pte Ltd
- Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket.
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with basic remote troubleshooting
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation in well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process
- Review RMM dashboard and apply remediation actions as indicated by our Processes
- Review regularly scheduled/automated actions as indicated by our Processes
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery
- Escalate tickets that require Senior Helpdesk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager.
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of operating systems, business applications, printing systems and network systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- Great Communications skills, founded in being a good listener
- IT literate – Advanced user level
- A deep desire to deliver an amazing Client Experience
- The ability to speak both Geek and Human
- The ability to keep up with & adapt to the fast-paced IT world
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
- Get your Birthday Voucher/Gift
- Yearly Training Allowance
- Generous incentives for reaching Team and Company Goals
- An easy-going environment and culture (we all enjoy what we do)
- A Proactive Approach to Ongoing Training to help you develop life-long skills