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 2 IT Support Engineer at Evernet Systems Pte Ltd
- Work on and resolve escalated Helpdesk Tickets
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with advanced on-site troubleshooting
- Provide the Client with on-site installation & removal of equipment
- On-Site Hardware Maintenance and Support
- 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
- From time to time the projects team will need additional resource to help deliver projects on-site.
- Create and maintain documentation for on-site processes
- Escalate tickets that require Service Delivery Manager 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
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Advanced understanding of operating systems, business applications, printing systems and network systems
- Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
- Advanced experience and understanding of structured cabling (tidy cable management is a must)
- Advanced experience installing and maintaining networking and VoIP equipment
- Advanced experience and knowledge of working with the Microsoft 365 Platform
- Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
- Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- Great Communications skills, founded in being a good listener
- 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
- 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 Gift
- 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