RESPONSIBILITIES
1. Active participation in daily IT helpdesk and technical support to understand customer issues in Windows OS, Microsoft Office App, Antivirus, Laptop/Workstation, System, Server, network equipment and other office peripheral.
2. Taking ownership of technical issues and working with the team to resolve more advanced issues when necessary (2nd and 3rd level Support).
3. Resolving escalated customer complaints without the need for team lead intervention.
4. Documenting troubleshooting and problem resolution steps.
5. Participation in providing training to customers as required.
6. Keep customers inform on the Support development and progress.
7. Highly customer service driven with excellent planning & organizational abilities.
8. Report to the assigned Team Leader/Manager during support request.

QUALIFICATION & EXPERIENCE

• Min territory education in Computer related or equivalent
• Minimum 2 years of working experience in supporting systems, servers, network equipment (including wireless equipment)
• Microsoft / VMware / Cisco / Aruba / Dell EMC certifications is preferred but not a must

SKILLS AND ATTRIBUTES
IT Skills:

• Have knowledge in managing and operating experience at Microsoft Windows Server / Microsoft 365 / Microsoft Azure / VMware (vSphere, vCenter) / NAS & SAN Storage (Synology, Dell EMC, Lenovo, IBM, HP) / Servers (Dell, HP, Lenovo) / Backup software (Backup Exec, Veeam) / Firewall (Fortinet, SOPHOS) / Switch & WiFi (Cisco, Aruba)
• Practical knowledge and hands-on experiences in system, server, and network troubleshooting.

Soft Skills:

• Good written and communication skills in English
• Positive attitude towards continuous learning
• Team player
• Proven ability to operate under pressure
• Positive attitude towards customers

SPECIAL REQUIREMENTS

• Familiar with multiple remote support tools
• 90% deskbound remote support mode