IT Help Desk Technician
Job Summary
The IT Help Desk Technician serves as the first point of contact for technical support, responsible for troubleshooting incidents and resolving user issues. This role requires effective communication skills, a customer-oriented mindset, and the ability to work in a 24/7 shift environment. The position is a 1-year contract role with potential for permanent conversion.
Responsibilities
- First point of contact for technical support
- Perform remote troubleshooting and diagnostic analysis
- Manage ticket escalations and incident logging
- Monitor RMM and support platforms 24/7
- Adhere to SOPs and shift schedules
Required Skills
- Diploma in IT/Computer Science/Cybersecurity
- Experience in Helpdesk or Call Center
- Knowledge of Wintel, Mac OS, iOS, and Android
- Familiarity with M365, TCP/IP, DNS, DHCP, and Firewalls
- Strong communication and troubleshooting skills
Job Details
Job Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Handle all incidents and request by escalating tickets to the right channel.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Monitor RMM and Monitoring platforms as support tools at 24/7.
- Determine 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.
- Maintain Service level at best possible rate at 24/7.
- Perform duty according to defined SOP and shift schedule.
Requirements:
- At least Diploma in Computer Science/ Information Technology / Cybersecurity or related disciplines from a reputable institution.
- Minimum 1 year working experience in IT Technical Support / Call Center or Helpdesk support would be added advantage. Fresh grad is encouraged to apply.
- Knowledge of configuring & troubleshooting Wintel based, Mac OS/iOS and Android devices.
- Knowledge of Exchange, M365 are added advantages.
- Knowledge of TCP/IP protocol, Web Services (IIS), DNS & DHCP, Firewall and Network protocols are added advantage.
- Knowledge or certification in Cybersecurity is added advantage.
- Basic knowledge in troubleshooting and root cause analysis.
- Good communication and customer service skills.
- Able to work under pressure, self-initiative and independently.
- Must be alert of phone call and able to work on shift.