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L1 Technical Support Specialist

2 months ago

Singapore EVERNET SYSTEMS PRIVATE LIMITED Full time
About Evernet Systems Private Limited

Evernet Systems Private Limited is a Managed Service Provider headquartered in Singapore. Founded 10 years ago, we believe in a world of AI-augmented productivity that maximizes human potential.

We're on a mission to be the most valuable IT Partner that delivers Managed IT, Secure IT, and AI-augmented Productivity for our Clients. Imagine a world where every organization is empowered by reliable managed IT that empowers innovation, productivity, and collaboration.

We're in the midst of transformation, putting people—our most valuable asset—at the forefront. We're not just offering jobs; we're looking for bold and talented team players who are agile, have a growth mindset, and would like to work with us to shape the future of Managed IT Services.

We're a young team, passionate, hungry, driven, and dedicated to excelling in providing Managed IT services that empower our clients to operate their businesses more effectively and efficiently.

We believe in instilling discipline, and accountability and that 1% daily improvement is critical to our success so that we can reward ourselves for the organization's success.

Our Core Values

We live by the following core values:

  • Win-Win-Win or No Deal
  • Communicate Clearly with Empathy and Compassion
  • Behave like a Winner, Take Ownership and be Accountable
  • Growth Mindset with 1% Daily Improvement
  • Practice Zero Trust towards IT Security
Job Summary

As an L1 Technical Support Specialist, you'll be our frontline tech superhero. You'll tackle a variety of IT challenges, from software glitches to hardware hiccups and network nightmares. Your mission: provide stellar support, guide users through solutions, and keep our clients' IT systems running smoothly.

You'll also be our documentation guru and occasionally lend your tech expertise to our sales team.

Responsibilities

As a Technical Support Specialist, you'll be responsible for:

  • Support Role (Primary):
    • Be the go-to person for customer support across various channels
    • Aim for first-contact resolutions like a pro
    • Master the ticketing system to manage service requests
    • Keep client docs up-to-date with your razor-sharp attention to detail
    • Monitor and manage the ticket queue like a boss
    • Leverage RMM tools for system checks and maintenance
    • Provide on-site support when needed (cape optional, but recommended)
  • Project Role (Secondary):
    • Dive into specific project tasks (e.g., workstation setups, software deployments)
    • Contribute to project goals with minimal need for rework (we're aiming for