As the IT Helpdesk Technician, you will handle Level 1 issues on network, windows servers, linux unix and virtualisation tech including hyper-v, VMware within an ITIL based management environment. This is a 12 months contract (renewable) role.

Responsibilities:

• First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.
• Maintain a high level of customer satisfaction by owning issues (leveraging the wider resources to assist and following incidents through to resolution).
• Maintain a thorough understanding of ITIL best practice
• Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.
• Respond to automated detected events from monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.
• Enter incident details and progress of incident resolution into Incident tracking system.
• Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Linux, VMware, MS Windows Servers and Storage.
• Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.
• Identify customer sensitive situations and instigate management escalation.
• Ensure that the details of the incident and resolution are correctly recorded in system.
• Undertake other IT administration tasks

Requirements:

• Diploma in IT or related field
• Minimum three years experience in a similar role.
• Professional certificate such as Networking, CCNA. ITIL, etc would be an advantage
• Customer service oriented
• Working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting).
• Level 1 skills in a Server Operating System (e.g. MS Windows Server or Linux or HP UX)
• Excellent communication skills (verbal, written and presentation).
• Must be comfortable working in a fast-paced, demanding environment, under immense pressure
• Working hours: 12 hour rotating shift, work 2 days, rest 2 days; 8am to 8pm: 8pm to 8am

Interested candidates are invited to send in your Resume in MS Word Format* stating your past work experience, reasons for each leave, past and expected remuneration.

We regret to inform that only shortlisted candidates will be notified.

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EA License Number: 19C9782
EA Personnel: R23113231 (Lum Charmaine)