L1 Desktop Support Engineer L1 Desktop Support

2 weeks ago

Singapore I-SERV ASIA PTE. LTD. Full time

Job overview

Key responsibilities

  • Handles the Helpdesk hotline during office hours.
  • Provides technical support, training, and guidance to users over the phone, remote login, or facetoface.
  • Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues
  • Escalates and coordinates Service Desk requests (incidents/questions) to appropriate L2/3 support personnel
  • Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
  • Assists in the setup and operation of audio visual hardware as required including Video Conferencing
  • Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multiuser and office moves
  • Administer user accounts via Active Directory and other related tools
  • Occasional assistance in administration of local servers, switches, and IP phone systems
  • Configure and maintain local printers and multifunction devices
  • Manage and maintain accurate inventory of local hardware assets including: PCs, mobile devices, peripherals and wireless devices
  • Coordinate hardware and software requests, ordering items once approved and timely processing of invoices for approval
  • Supports team's abilities and functions through positive customer relations
  • Contributes to the improvement and enhancement of processes and procedures
  • Performs related duties as assigned by management.

Skills and attributes

  • A selfmotivated person with exceptional problem solving and analytical skills
  • Be customer service oriented with superior customer service skills
  • Have excellent English written and verbal communication skills
  • Japanese language, both spoken and written is an advantage.
  • Possess strong interpersonal and organization skills
  • Occasional evening and weekend work may be required
  • Local travel within may be required
  • Provide adequate notice for absence and/or tardiness

Technical skills

  • Strong knowledge of Windowsbased Operating Systems and networking environment esp Win 7 and 10
  • Knowledge of Office 365, and Access Management, etc.
  • Knowledge of basic computer hardware assembly and troubleshooting.
  • Strong understanding of Active Directory and Microsoft Exchange environments
  • Solid understanding of network connectivity issues, such as wireless networking, along with a solid understanding of Microsoft Terminal Services and Remote Desktop Connection
  • Familiar with ticketing systems, ticket SLA and lifecycle.
  • Inventory and asset management knowledge.
  • PC and other IT equipment procurement and delivery tracking experience.

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