IT Helpdesk Support - with Great Benefits

Responsible to acknowledge and support current customer. Perform incident and service request handling based on ITIL. Creates, manages and update tickets based on the support requested by customers. Monitors current customer’s equipment health and escalating to senior engineer when required. Requires Diploma in IT and basic network and system troubleshooting skills.

Job Responsibilities:

Handling incident and service request:

- Manning of Hotline and email escalations, responding within stipulated
SLA
- Validating contracts via serial numbers against system for CISCO
Products
- To create incident or service request tickets
- To update incident or service request tickets
- To update customer on current status of tickets and ticket closure

- To provide 1st level troubleshooting
- Preparing handover report to Service Delivery Manager and next shift

Installing and configuring routers:
- Deploy routers based on customers requirement
- Troubleshooting issue during deployment
- Update status to Service Delivery Manager or Head of Department on the
completed task

Monitoring activities:

- To monitor health of customers equipment
- To record information of current health
- To update senior engineers on issue

Additional Information:
Able to work 12 hours shift as part of the 24/7 shift rotation (including Weekend and Public Holiday)

Required Qualifications:

-Basic skills and Knowledge in IT Infrastructure products (Network, Security and System) and their installation.
-Must have exceptional communication skills: Written and Verbal, customer facing, running meetings, collecting information, clarifying and confirming between numerous parties and reporting.
-Able to clearly explain situations/facts to peers and Logicalis customers. -Provides status reports as required.
-Ability to effectively manage relationships and communicate cross-functionally to ensure reporting deliverables are met and projects are driven towards completion