Job Description

EmiNET Pte Ltd, www.eminet.com.sg EmiNET Pte Ltd is a system integrator in IT, networking and wireless infrastructure, PABX/IP Telephony, Cyber Security, Cloud base solutions.

We are a strategic partner and reseller of Antlabs, Avaya, Alcatel-Lucent, Cisco and Cisco Meraki, HPE, Lenovo, Microsoft, Ruckus, Sophos, Symantec, Veritas etc for hotels, government, enterprise, SMEs.

EmiNET is expanding its business and is looking for several energetic and committed candidates with relevant experience to join us.

IT SUPPORT ENGINEER Key Responsibilities

• Provide 1st level (telephone support) and 2nd level (deskside support) for incident resolution
• work-day week with one week a month of after-hours manning of support hotline, trouble tickets
• Record all requests for assistance in the helpdesk system
• Ensure all calls/tickets are responded to in a timely manner and within the agreed SLAs
• Ensure that customers are kept informed of development relating to their fault calls
• Monitor and close trouble ticket when hand over to 2nd or 3rd levels, or vendors
• Take complete ownership of all the reported issues
• Regular housekeeping of operating procedures and system documentations
• Review systems regularly to improve and streamline work processes
• Provide guidance, training and mentoring to other team members as required
• Build and maintain good customer relationships
• Develop strong technical skills, in Servers, Desktops, Network, Wireless, IT Security, Cloud
• Complete tasks and other assigned work to agreed deadlines

Job Requirement

• Core technical competencies in one of following areas
  • Desktop, server, storage, backup
  • Wireless and wired networks
  • IT and web security
  • Demonstrate ability to provide high quality customer service
• Good telephone manner. Ability to guide customers to resolve problems over the phone
• Proven ability to resolve a high number of incidents and work well under pressure
• Flexible, customer focussed approach to service delivery
• Positive attitude and enthusiasm for learning about current and new technologies
• Good communication skills and team spirited. Ability to work independently and under pressure
• English language skill a must. Mandarin is desirable
• Diploma with 1 to 2 years’ experience. ITE with good experience can also apply.

Attractive salary commensurate with experience. Able to start work with short notice Please email your detail resume with current and expected salaries, contact number, and a recent passport-sized photograph to hr@eminet.com.sg