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Immediate Hiring- Remote desktop engineer

1 month ago

Singapore ITCAN PTE. LIMITED Full time
Roles & Responsibilities

Job Description & Requirements

•To have a minimum of 1-year end-user support experience, desktop or technical service desk. This requirement does not include those with Customer Service Experience in a non-technical call centre environment.

•To have the relevant Technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.

•To complete the Pre-Interview Assessment Test. Candidate to score >50% to pass

•Preferably with CompTIA A+ certification

•Good understanding on Hardware and peripherals.

•Experience in supporting WIFI/LAN Connectivity

Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries in a professional and timely manner.

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


Tell employers what skills you have

A+
Troubleshooting
Microsoft Office
Hardware
Laptops
Active Directory
Administration
Service Level
Windows Operating Systems
Service Desk
Windows
Team Lead
Customer Service Experience
Technical Support

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