IT support engineer (junior/senior)

• End user support delivery for company internal employees in accordance to policies/procedures and targets defined in SLA
• Enter Incidents and Service Request details into call tracking system
• Resolution of service requests in accordance to procedures
• Track and maintain the Asset inventory database
• Effective investigation and diagnosis of incidents, resolution or escalation of incidents to the next level support to restore services
• Conduct periodic/regular audits to ensure accuracy/integrity of the asset inventory database
• Report extra services provided beyond SLA
• Continued self-study to increase knowledge of standard hardware, software and related company processes
• Effective prioritization within the scope of responsibility
• Recognition of technical problems, proactive resolution of inquiries and problems of customers
• Transfer acquired knowledge

• 2-5 years of experience on the simmilar role
• Good understanding of PC hardware, Windows system and Microsoft applications
• Basic understanding of the Network topology & network connectivity(LAN/WAN), switching & routing and Server operations
• Basic understanding of the voice systems
• relevant experience in IT infrastructure Service delivery is an advantage
• Spoken English intermediate level


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