IT Support Specialist

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.

Skills: Help Desk, Customer Service, IT Technical Support, Technical Support, Troubleshooting, IT Support, Remote Support, Network Troubleshooting, Ticketing System, IT Infrastructure Management, IT Service Management