L1 Desktop Support Engineer L1 Desktop Support

7 days ago

Singapore I-SERV ASIA PTE. LTD. Full time

**Job overview**

**Key responsibilities**
- Handles the Helpdesk hotline during office hours.
- Provides technical support, training, and guidance to users over the phone, remote login, or face-to-face.
- Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues
- Escalates and coordinates Service Desk requests (incidents/questions) to appropriate L2/3 support personnel
- Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
- Assists in the setup and operation of audio visual hardware as required including Video Conferencing
- Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves
- Administer user accounts via Active Directory and other related tools
- Occasional assistance in administration of local servers, switches, and IP phone systems
- Configure and maintain local printers and multi-function devices
- Manage and maintain accurate inventory of local hardware assets including: PCs, mobile devices, peripherals and wireless devices
- Coordinate hardware and software requests, ordering items once approved and timely processing of invoices for approval
- Supports team's abilities and functions through positive customer relations
- Contributes to the improvement and enhancement of processes and procedures
- Performs related duties as assigned by management.

**Skills and attributes**
- A self-motivated person with exceptional problem solving and analytical skills
- Be customer service oriented with superior customer service skills
- Have excellent English written and verbal communication skills
- Japanese language, both spoken and written is an advantage.
- Possess strong interpersonal and organization skills
- Occasional evening and weekend work may be required
- Local travel within may be required
- Provide adequate notice for absence and/or tardiness

**Technical skills**
- Strong knowledge of Windows-based Operating Systems and networking environment esp Win 7 and 10
- Knowledge of Office 365, and Access Management, etc.
- Knowledge of basic computer hardware assembly and troubleshooting.
- Strong understanding of Active Directory and Microsoft Exchange environments
- Solid understanding of network connectivity issues, such as wireless networking, along with a solid understanding of Microsoft Terminal Services and Remote Desktop Connection
- Familiar with ticketing systems, ticket SLA and life-cycle.
- Inventory and asset management knowledge.
- PC and other IT equipment procurement and delivery tracking experience.

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