IT Support Specialist

Technical Support & Resolution (50%)

1. Front Customer Touchpoints: Manage the Company’s official Helpdesk hotline and email during operating hours to ensure that all customer enquiries and issues are captured.

2. Level 1 Triage: Perform remote preliminary checks of all reported maintenance and technical faults.

3. Independent Level 2 Support: Conduct advanced remote troubleshooting and issue resolution independently whenever possible before escalating.

4. Smart Dispatching: Accurately identify problem areas to assign and notify appropriate engineers, cabling technicians or managers.

5. System Testing: Participate actively in User Acceptance Testing (UAT) and rollout of new Customer Relationship Management (CRM) system as well as subsequent system enhancements and bug fixes.
   

   Administrative Support (50%)

   1. Ticket Management: Ensure all Helpdesk cases have tickets created with accurate fault docket information input on the CRM system.

   2. SLA Tracking & Escalation: Monitor ticket statuses and follow up with Engineering team members on ticket closure with proper resolution documented on the CRM system and escalate issues that exceed Service Level Agreement (SLA) timelines.

   3. Commercial Liaison: Forward upgrades, add-on requests and ad-hoc work requests (inclusive of new or replacement of existing hardware) to Sales team for approval and quotation follow-up.

   4. Database Administration: To update new and old customer information into the CRM customer profile and contract database.

   5. Inventory Management: Manage the end-to-end lifecycle of hardware assets, including tracking stock levels, documenting internal movements and processing stock issuances for project deployments and ad-hoc drawdowns.

   6. Documentation: File Service Reports by the Engineering team for on-site service calls, ad-hoc work and preventive maintenance.

   7. Reporting: Provide Management and Engineering team a weekly status update of Helpdesk issues logged.

   8. Others: Perform additional duties as assigned by the management in support of project and service delivery goals.