Description

•Field incoming help requests from end Users via Help Desk Tickets, phone calls, email in an efficient and courteous manner, and ensure problem has been adequately resolved.•Document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution on Help Desk.•Prioritize and schedule resolutions. Escalate problems when appropriate through Manage Engine to the next level.•Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.•Identify and learn appropriate software and hardware used and supported by the organization.•Perform hands-on at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, configuring systems and applications, preventative maintenance, and physically checking & cleaning of workstations, printers, and peripherals.•Supporting the rollout of new application software by optimizing hardware requirements.•Troubleshooting issues on client machines, ensure proper operation of VPN and wireless networks, providing temporary network connection to third party clients, etc.•Providing L1 support to end users which include hardware trouble shooting of handheld devices, Desktop and Laptops

 

•Maintaining and Scheduling backup on daily, weekly and monthly basis and sending weekly backup to offsite. 

Information

Desired Skills & Experience

2-4 years combined of help desk, technical support relevant education Excellent written and verbal communications skills. Familiar with TCP/IP, WAN technologies, know corporate-level network architecture, know common routing protocols and LAN protocol. Familiar with Windows server systems, such as AD (Active Directory), DNS, DHCP, etc. Skilful in IT infrastructure items, such as server room facilities, structure cabling system, UPS, door access control/CCTV, air conditioning etc. Skilful in laptop/desktop, OS, office software troubleshooting and maintenance.

Location

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