Service Desk Engineer

at  XTRA COMMUNICATION PTE LTD

• Responsibilities:
• Perform day-to-day IT Infrastructure Operation tasks, Monitoring and Health checks.
• Serve as the first point of contact for customers seeking technical assistance over the phone , email and ticketing system.
• Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).
• Ensure calls are answered and emails are responded in a timely manner.
• Perform first level diagnostic and troubleshooting on all detected fault notifications or reported incidents and escalate incidents to 2nd level per work instructions.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Track and document issues and compile incident reports.
• Manage customer expectations and maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Incident testing and replacement of faulty equipment.

REQUIREMENTS:

• Diploma IT, Computer Science or relevant field with related work experience.
• Proven experience as a helpdesk engineer or other customer support role.
• Good understanding of computer systems, IT infrastructure and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented.
• Able to work shift hours.
• At least 2 years’ experience in ServiceDesk supportPerform day-to-day IT Infrastructure Operation tasks, Monitoring and Health checks.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).
• Diagnose and Resolve Technical Issues in accordance with Standard Operating Procedures;
• Maintain and monitor daily performance of wireless and network infrastructure.
• Log fault calls and other modes of communication and ensure prompt and timely follow up.
• Incident testing and replacement of faulty equipment.
• Assist in the preparation of status reports.
• Deliver training to users, engage in updates and write ups on various training and technical manuals.
• Render assistance and support to Engineers.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

REQUIREMENTS:

• Diploma/ Degree in IT, Computer Science or relevant field with related work experience.
• Proven experience as a helpdesk technician or other customer support role.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Able to work shift hours.

Please refer the Job description for details