IT Support Engineer - #1121231

Position Summary

The 1st level remote support is required to provide 1st level troubleshooting to users’ queries/incidents received (regardless of source in a professional and timely manner)

Responsibilities:

·        Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly

·        Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions

·        Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level

·        Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

·        Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature

·        Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status.

·        Any ad-hoc task as assigned which is relevant to the scope.

Requirements:

·        Minimum Diploma in IT-related fields

·        Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk.

·        Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.