Job Openings Executive, Technical Support

About the job Executive, Technical Support

About you

Technical Service Desk will be providing 1st level support to all IT Technical and Application support queries by providing onsite & remote working solutions, and understanding and resolving technical issues in a prompt and professional manner.

Your Day-to-Day

  • Possessed deep understanding of the company application, hardware & software and provide extensive 1st level support & troubleshooting.

  • Serving as the first point of contact for customers seeking technical assistance over the ticketing system, phone or email.

  • Performing onsite / remote troubleshooting through diagnostic techniques and pertinent questions.

  • Determining the best solution based on the issue and details provided by customers.

  • Walk the customer through the problem-solving process.

  • Direct unresolved issues to the next level of support personnel.

  • Provide accurate information on IT products or services.

  • Record events and problems and their resolution in logs.

  • Follow-up and update customer status and information.

  • Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures.

  • Be scheduled for on-call standby duties for problem resolution / escalation after working hours and weekend.

  • Require remote/onsite support after office hours, weekend or public holiday.

Your Know-How

  • Proven experience as technical helpdesk or other customer support role.

  • Tech savvy with working knowledge of office automation products, databases, and remote control.

  • Excellent analytical skills and problem-solving abilities.

  • Excellent verbal and written communication skills and customer oriented personal traits.

  • Dynamic, highly motivated and result-oriented team player with good interpersonal skills.

  • Good understanding of computer systems, mobile devices, and other tech products.

  • Experience with troubleshooting front-end technologies such as CSS, JavaScript, HTML, database technology (SQL / NoSQL) such as MySQL are considered as an added advantage.

  • Experience in troubleshooting cloud-native application such as AWS, Azure, Google Cloud are considered as an added advantage.

Please click the link to apply / submit your Updated CV HERE