JOB SUMMARY:

The candidate will be stationed at NTC Client’s premises and provide support for client’s IT administration and related support for users.

QUALIFICATION & EXPERIENCE

• ITE/Diploma in Information Technology from recognized institutes.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role for about 1-2 years.
• Experience in mass deployment notebooks/desktops with or without assistance from deployment tools
• Hands-on experience with Windows Client OS (W7/W10) environments
• Hands-on experience with Microsoft Office Application (Outlook/Word/Excel/PowerPoint)
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Ability to plan and prioritize workload without supervision.
• Ability to prioritize, manage and perform under pressure to meet SLA’s.
• Excellent knowledge of Customer Service best practice.
• Willing to work flexibly and with enthusiasm

SKILLS AND ATTRIBUTES:

• Good interpersonal and communication skills, high adaptability and positive attitude are expected
• A team player with determination to drive to excel
• Excellent customer service skills
• Self-motivated with a strong drive to succeed
• Must be able to speak with Chinese-speaking clients to effectively work with Mandarin-speaking customers/suppliers.

1. Respond to incoming technical requests or enquiries via phone or ticketing system.
2. Provide Level 1 support by troubleshooting and resolving basic IT issues related to:
   a) Desktop/laptop hardware and peripherals (e.g., mouse, keyboard, monitor).
   b) Software and operating systems (e.g., Windows, MS Office, email clients).
   c) Network connectivity (e.g., Wi-Fi, VPN access).
   d) Printer and scanner issues.
3. Escalate unresolved issues to Level 2 or appropriate teams based on established escalation procedures.
4. Document, triage, and track all support tickets, resolutions, and follow-up actions in the ticketing system.
5. Install, configure, and maintain desktops, laptops, printers, and other peripherals.
6. Perform software installations, upgrades, and patches.
7. Diagnose and resolve hardware and desktop operating system issues on-site.
8. Assist with user account management, including password resets.
9. Support conference rooms, telephony, video conferencing, and mobile devices.
10. Document troubleshooting steps, solutions, and standard procedures.
11. Assist in IT asset inventory management and equipment lifecycle support.