Job Purpose :
- Handle local IT, facility, IT infrastructure for client
- As dedicated engineer to support on day-to-day IT issues
- Require accomplishing and deliver if there's any ad hoc activities from client end Accountabilities
- Under general supervision, responds to and diagnoses complex hardware, software and network problems in a customer focused environment.
- Prioritize and resolve issues identified by customers and other teams in a timely manner.
- Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).
- Updates customer on problem status/resolution in accordance with SLA.
- Escalate critical problems and coordinate with senior management and external vendors as required.
- Monitor the IT service process and workflow to ensure SLA's are met.
- Actively participates in the identification and implementation of the training and knowledge required to enable the team to continually improve performance metrics.
- Actively participates in team goals and objectives as per performance contract.
- Actively participates in projects, as assigned.
- Achieve all KPIs as required.
Knowledge and Experience:
- Diploma in IT, Minimum 2 years of relevant working experience.
- Good knowledge with Desktop environment such as OS, printer, other EU End User
- Computing Technologies
- Basic incident management exposure.
- Communication. Customer satisfaction oriented.
- Fluency in both the national language and English.
- Troubleshooting skills in end user computing.
- Ticket management skills.
- Any end user computing technical certification would be an advantage.
