IT Technical Support

Responsibilities

• Assist end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
• Overall responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic and repair.
• Must be able to coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
• Ensure all tasks are updated and documented including troubleshooting and resolutions steps prior closing.
• Checking of end-user log
• Must be able to escalate tickets with dependencies to respective towers/ group to resolve the concerns of end user.
• Walkthrough staff or clients through series of actions to resolve issues.
• Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
• Proactively update end users with regard...