IT Technical Support Engineer

1 week ago


Singapore HORIZON SOFTWARE PTE. LTD. Full time

Job Description & Requirements

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

Requirement

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Handson experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problemsolving and communication skills
  • Ability to provide stepbystep technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.


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