IT Support Engineer

5 days ago

Singapore EMINET PTE. LTD. Full time

EmiNET Pte Ltd is a system integrator in IT, networking and wireless infrastructure, PABX/IP Telephony, Cyber Security, Cloud base solutions.

We are a strategic partner and reseller of Antlabs, Avaya, Alcatel-Lucent, Cisco and Cisco Meraki, HPE, Lenovo, Microsoft, Ruckus, Sophos, Symantec, Veritas etc for hotels, government, enterprise, SMEs.

**IT SUPPORT ENGINEER**

**Key Responsibilities**
- Provide 1st level (telephone support) and 2nd level (deskside support) for incident resolution
- work-day week with one week a month of after-hours manning of support hotline, trouble tickets
- Record all requests for assistance in the helpdesk system
- Ensure all calls/tickets are responded to in a timely manner and within the agreed SLAs
- Ensure that customers are kept informed of development relating to their fault calls
- Monitor and close trouble ticket when hand over to 2nd or 3rd levels, or vendors
- Take complete ownership of all the reported issues
- Regular housekeeping of operating procedures and system documentations
- Review systems regularly to improve and streamline work processes
- Provide guidance, training and mentoring to other team members as required
- Build and maintain good customer relationships
- Develop strong technical skills, in Servers, Desktops, Network, Wireless, IT Security, Cloud
- Complete tasks and other assigned work to agreed deadlines

**Job Requirement**
- Core technical competencies in one of following areas
- Desktop, server, storage, backup
- Wireless and wired networks
- IT and web security
- Demonstrate ability to provide high quality customer service
- Good telephone manner. Ability to guide customers to resolve problems over the phone
- Proven ability to resolve a high number of incidents and work well under pressure
- Flexible, customer focussed approach to service delivery
- Positive attitude and enthusiasm for learning about current and new technologies
- Good communication skills and team spirited. Ability to work independently and under pressure
- English language skill a must. Mandarin is desirable
- Diploma with 1 to 2 years’ experience. ITE with good experience can also apply.

Attractive salary commensurate with experience. Able to start work with short notice

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