Senior / Support Engineer (Ref 25917)

Responsibilities

. Provide L1 and L2 on-site / remote IT support and fulfil service requests

. Perform asset tracking of all corporate devices (from purchase to disposal)

. Responsible for end-to-end process for all new tickets in the ESM tool, incoming phone calls, Teams messaging to the Service Desk, including, but not limited to providing first call resolution, logging of ticket, escalation of ticket, regular following up with users and tracking the closure of tickets within agreed SLA.

. Utilize ESM tools (e.g., ServiceNow) to manage all ESM tickets, adhering to response and resolution times based on ticket severity and document key actions within the ticket accurately.

. Provide dedicated support for VIP users and be available for after-hours VIP (VP and above) support.

. Provide guidance to users on how to perform self- service support and Service Desk's available modes of support.

. Monitoring of health of corporate systems and escalate abnormalities to the Team Lead.

. Escalate any company-wide incidents (disruptions or outages in corporate systems) to the Team Lead.

. Assist to implement service improvement plans approved by the team.

. Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

. Adhere to established processes and best practices within the IT Service Desk playbook.

. Refer to the solutions/knowledge in the IT Service Desk playbook for reference and to facilitate self-service troubleshooting by users.

Requirements

. Diploma/Degree in Computer Science, Information Technology, or a related field preferred.

. 2 to 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment.

. Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.

. Good experience in macOS, iOS device management and troubleshooting would be advantageous.

. Strong proficiency in Microsoft 365 applications and service, as well as Microsoft Azure.

. Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions, video conferencing and AV solutions and troubleshooting.

. Proficiency in using ESM tools such as ServiceNow.

. High level of customer service orientation.

Licence no: 12C6060