Job Description

Responsibilities and Duties: . Serve as key point of contact for our customer seeking technical assistance. Take ownership of and prioritise issues effectively. Respond to incidents and alerts as per defined Service Level Agreements. Escalate and liaise with support team members, vendors as required. Maintains accurate records of incidents, problems and solutions in ticketing system. Follows approved Standard Operating Procedures and work instructions. Monitors and performs health checks of key infrastructure. Assisting with deployment and configuration, maintenance of virtual instances/containers as per business-approved SOPs. Assist with routine maintenance and software release activities as required to support Business requirements. Help create technical documentation and manuals, create Solutions in Knowledgebase. Direct unresolved issues to the next level of support personnel. Follow up with clients to ensure their systems are functional. Record customer feedback and potential product requests as requested Requirements: . Excellent trouble-shooting skills. Prior experience working on an IT Service Desk in an ITIL process-oriented environment using ITSM solution (eg ServiceNow, ServiceDesk). Experience dealing with major incidents - good understanding of Incident Management processes and ability to escalate and communicate effectively with resolving teams and customer. Previous experience creating and maintaining documentation, reports. A good understanding of networks, protocols and internet technologies, virtualization technologies. Hands-on experience with Linux-based infrastructure, cloud-based technologies and managing, configuring containerized applications services desirable. Previous experience creating and maintaining knowledgebase documentation, reports. Working knowledge of office automation products and computer peripherals, such as printers and scanners. Knowledge of network security practices and anti-virus programs. Ability to perform remote troubleshooting and provide clear instructionsAdditional Information: - Career Level : Junior Executive- Qualification : Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree- Years of Experience: At least 3 - 5 years of Service Desk Support experience- Employment Type : Full-Time, Permanent role, Shift hour/day work, Able to start immediate or soonJob Specialisations- Computer/ Information Technology/ Tech & Helpdesk Support
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