Provide diagnosis and resolution for hardware, software, and network issues through telephone, email, and chat support for end users.
Route complex problems to internal second and third-level IT support staff as needed.
Coordinate and manage relationships with vendors and support staff to facilitate hardware, software, and network problem resolution.
Utilize the Incident Management System to document and manage problems, work requests, and their respective resolutions and workarounds.
Respond to telephone calls, emails, chats, and assigned tickets from users. Assign work orders/incidents to appropriate support teams and follow up until closure.
Engage with users to diagnose problems through discussion, including recognition, log analysis, research, isolation, resolution, and follow-up steps.
Provide Level 1 remote desktop support and perform other activities based on standard operating procedures (SOPs).
Conduct user account management activities to ensure proper access and security.
Escalate complex problems to appropriate support specialists for advanced troubleshooting.
Evaluate, analyze, and set up PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, email, and communications).
Troubleshoot client software issues and basic network connectivity problems effectively.
Identify, evaluate, and prioritize customer problems and complaints to ensure timely resolutions.
Provide limited training to users and operators, and may write training procedures as necessary.
Participate in ongoing training and departmental development to enhance skills and knowledge.
Provide knowledge transfer related to End User Computing (EUC) operations to support team effectiveness.
Requirements:
Fluent in Korean both written and spoken.
Open to fresh graduates.
Diploma/Bachelor's degree in Information Technology/related field OR equivalent experience.
