Epicareer Might not Working Properly
Learn More

IT Service Desk Engineer

$ 3,000 - $ 3,000 / Per Mon

Apply on

Availability Status

This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.


Original
Simplified
Responsibilities:

The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received
Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Requirements:

Min Diploma in IT related fields
Min 1 year End user support experience, Desktop or Technical Service Desk.
Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support

Benefits:

Annual Leave
Medical Leave
Insurance Coverage
Medical Coverage
Monthly Performance Reward (Performance Incentive)