L1 Support Engineer (Shift Work & 90% Work-from-Home)

The IT Level 1 Support Role is to ensure smooth system operation and functionality so that end users can accomplish business tasks. The objective of the IT Level 1 Support Role will be to respond to support requests in a timely manner, be the initial reference point for all IT support issues, and to ensure the satisfaction of the end user, among other technical duties.

IT Level 1 Support are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels and customers daily.

IT Level 1 Support Responsibilities:

• Provide helpdesk support to end-users through appropriate communication and responsive services
• Troubleshoot and support issues related to domain, servers, end terminals, COTS application, and network
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use tools and diagnostic utilities to aid in resolving support requests.
• Document all reported incidents and service requests
• Assist and train users to improve the user experience
• Assist in the deployment of hardware for customer events at designated locations
• Support customer's events which may require some days of shift work
• Carry out patching of firmware and cyber security patches for hardware eg servers, routers, switches, as well as COTS patches
• Install antivirus software and ensure virus definitions are up to date.

IT Level 1 Support Responsibilities:

. Minimally with Diploma in IT or with a relevant course.

. Knowledge in Windows server OS, Linux OS in a virtual environment would be an advantage

. Knowledge in network switches/routers would be an advantage

Knowledge in AWS

. Excellent written and verbal communication to convey technical ideas to both technical and non-technical audiences and contribute within a team environment

. Pro-active, dynamic and with good analytical/conceptual thinking

. Able to work independently as well as in a team and good interpersonal skills

Shift work and 90% Work-from- Home (Laptop provided)

Maestro HR

damien lee tian hong

R1106726

16C8462