IT Support Engineer (OJT | Freshers welcome)
Role Overview
Deliver L1 technical support and exceptional customer service. You will serve as the first point of contact for user issues, resolving queries promptly via phone and email while managing incidents from creation to closure.
Key Responsibilities
- Provide First Call Resolution (FCR) for desktop, LAN/WAN, network infrastructure etc.
- Log, prioritize, and monitor technical issues, escalating complex problems to L2/ L3 support teams when necessary.
- Manage the user lifecycle, including Active Directory account creation, modifications, and terminations.
- Keep users informed with regular status updates on outstanding tickets in line with service level targets.
- Identify ticket trends and immediately alert the Team Lead to any sudden surges in specific technical issues.
Requirements
- Knowledge in Windows OS, Active Directory, MS Outlook, and device troubleshooting.
- Excellent communication skills coupled with a strong customer-first mindset.
About the Employer
BRN/UEN: 201837393M
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