L1 Support Engineer

2 weeks ago

Singapore DXC Technology Full time

Job Description:

Responsibilities:

  • Provide 24x7 1st level support (12hrs shift helpdesk & onsite) for DXC Support Teams, Clients and Client's 3rd Parties Vendors
  • Provide 1st level troubleshooting to customers.
  • Respond to customer calls in a professional and courteous manner
  • Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
  • Attend Daily Operations Review Meeting
  • Able to do initial diagnostic, categorisation, set priority, dispatch job
  • Able to support & coordinate with Support teams in incident/problem investigation and resolution.
  • Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.
  • Ensure timely case attention, resolution, escalation and closure, so that SLA is met.
  • Ensure timely escalation of major and critical incidents.
  • Ensure timely submission of daily and periodic statistics and reports.
  • Ensure timely reporting of services outages or degradation and/ or batch failures
  • Contribute and Submit knowledge request if found lacking in the knowledgebase.
  • Liaise with internal and external vendors to satisfy customer queries
  • Proactively assist customers to avoid or reduce problem occurrence.
  • Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

Requirement:

  • Diploma or Certification in Information Technologies related fields.
  • Minimum of 1-2 years of post-education IT work experience required.
  • Working knowledge on Windows, Unix and Network.
  • Basic Configuration and Administration of PC and Laptops will be a plus.
  • Proficient level of computer skills including O365. Data analysis skill using Excel and Power BI will be a plus.
  • Experience with call tracking / ticket management system (ServiceNow or Jira), Autotask preferred
  • Experience with Managed Services, IT Integration and/or Consulting experience a plus
  • Must be able to work independently and/or in a team environment
  • Ability to deliver valuable and professional IT services to external clients
  • Time management and organizational skills to efficiently complete assigned tasks
  • Good communication skills to ensure successful resolution to client issues
  • Ability to interact professionally with a diverse group of colleagues and clients
  • Ability to work on site at client locations with respect to client's work environment & staff
  • Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
  • Provide excellent communication with client while on site assuring superior client service
  • Willing to work shifts – 12-hr shift including PH and Weekends.
  • Fully Vaccinated

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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