Technical Support Specialist
4 days ago
We are seeking a skilled Technical Support Specialist to join our team at ITCAN PTE. LIMITED. In this role, you will provide first-level IT support via phone and remote-control tool to manage users' incidents and queries in a professional and timely manner.
You will be responsible for:
- Providing First Call Resolution (FCR) technical support via phone and email, ensuring calls are answered and emails are responded to in a timely manner.
- Performing first-level troubleshooting on all reported incidents and escalating incidents to 2nd level resolver groups as per work instructions.
- Furnishing and submitting timely updates to customers on the status of outstanding issues within targeted Service Level Agreements (SLAs).
- Maintaining ownership of cases and following up on reported issues until closure, gathering accurate and complete relevant information recorded.
- Managing customer expectations and notifying Team Lead in the event of unusual surges in calls of a specific nature.
- Handling initial classification/prioritization of incidents, tracking progress of resolution, and providing regular updates for follow-up actions and incident status.
- Ensuring Email Backlogs are cleared before the next day's start of business.
Tech Requirements:
You will need strong skills in:
- UAT (User Acceptance Testing)
- Troubleshooting
- Microsoft Office
- Hardware
- Outsourcing
- Laptops
- Service Level
- VDA (Virtual Desktop Assistant)
- IT Operations
- Tuning
- Windows
- Team Lead
- Able to Work Independently
- Technical Support
Compensation and Benefits:
The estimated salary for this position is SGD $40,000 - $60,000 per annum, depending on experience. Additional benefits include competitive healthcare coverage, generous annual leave, and opportunities for career growth and development.
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