IT Technical Support

· Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.

· Over-all responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic and repair.

· Must be able to coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.

· Ensure all tasks are updated and documented including troubleshooting and resolutions steps prior closing.

· Checking of end-user log

· Must be able to escalate tickets with dependencies to respective towers/ group to resolve the concerns of end user.

· Walkthrough staff or clients through series of actions to resolve issues.

· Take ownership of assigned incident tickets and resolve within the agreed service level and targets.

· Proactively update end users with regards to their request.

· Ability to perform root cause analysis and technical reports for issues involving desktop environment.

· Asset Management.

· Analyze and respond to issues and develop resolutions in a timely manner.

· Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.

· Take full responsibility and the required action for the assigned tasks.

· Meet and adhere to attendance requirements based on Service Level Agreement

· Meet and exceeds KPI targets set by the client.

· Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.

· Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.

• can start ASAP
• Willing to work onsite