IT Support Engineer

Full Time @TECHNEEK GLOBAL in IT Support and Services
  • Apply Before : 31 December 2021
  • Salary: 15,000,000₫ - 20,000,000₫ / Monthly
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Job Description

Responsibilities:

  • Incident handling: including troubleshooting, break fix; follows incident management process.
  • Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
  • Software application support for applications both commercial off the shelf and customer developed.
  • Queue management for incident resolution and request fulfillment.
  • Desk side support provides support in both local language and English.
  • Perform ICMS and PC sign off on every PC deployment and collection
  • Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
  • Conduct end user device and related testing
  • Perform site inspection
  • Perform end user device inspection
  • Provide status update to the ticketing tools in a timely manner.
  • Assist in end user support or consultations.
  • Address day-to-day desktop support process issues.
  • Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
  • Receive, diagnose, assess and resolve Deskside Incidents that pertain to the following:

o Software issues with applications.
o Perform troubleshooting and diagnose issue
o Complete re-image is performed if required.

  • If the problem cannot be resolved by re-installing the application the Deskside Incident is routed back to the Application resolver group responsible for the application.
  • In a timely manner, escalate to their manager and Deskside Support Lead when a recurring issue is beyond their control.
  • Arranging on-site access & support, when required
  • IMAC’s – Prepare new and existing equipment for deployment
  • Move existing equipment (PC, notebook, Thin Client, network printer etc) and update configurations, as necessary.
  • Change an existing hardware/software component and verify functionality upon completion
  • IMAC Update in CMDB
  • Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software that could not be installed by SCCM)
  • Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end-user is available upon completion of install.
  • Escalating technical issues to the relevant parties when needed and following up till the issues are closed.
  • Ensuring all standards and procedures are followed and maintained.
  • Answering queries and resolving issues relating to the usage of standard applications and IT services.
  • Providing monthly help desk reports.

Requirements:

  • You possess a Degree/Diploma in Computer Science, Engineering or related field.
  • You have at least 1 year experience, ideally within a Helpdesk/Technical Support role.
  • You have excellent communication and interpersonal skills.
  • You possess strong analytical skills and are comfortable dealing with numerical data
  • You are highly goal driven and work well in fast paced environments
  • You are adaptable and thrive in changing environments

 

Benefits:

  • Attractive salary & benefits
  • Opportunity to make a positive impact
  • Flexible working options

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