Field Support Engineer ( Point of Sales )

Station at Changi Airport office

Role Profile:

• You will help to resolve customers’ problems and requests at the first contact, or to escalate the requests to next support level.
• You will need to ensure proper call logging, and ensure that all requests are promptly closed with solutions.
• You are also expected to follow-up on outstanding issues closely and ensure that customers are kept updated on the progress.
• You will be providing on-site service support for software & hardware implementation, administration and troubleshooting on retail related hardware.

• Jobs Responsibilities:

• Provide 2nd level onsite or remote troubleshooting support in response to escalations from helpdesk.

  Consistently meet customer response/resolution times and objectives (SLA) as stated in the client’s support agreements with customers.

  Maintain a call log database system and ensure all unresolved problems are escalated to senior engineers.

  Attend to customer enquiries (phone/email) and follow-up with appropriate solutions. Coordinate with equipment vendors and 3rd party suppliers to resolve the problem.

  Provide installation/removal of POS

  Participate in Ad hoc projects when required.
  

   Requirements:

  • Higher Nitec or Computing related discipline,
  • Prefer experience in desktop support, Point of Sale & basic Networking.
  • Min 1 year experience in Customer Support Environment will be advantageous,
  • Good technical, analytical and troubleshooting skills, with strong customer-oriented attitude and inter-personal skills,
  • Have a positive attitude towards work and willing to learn.
  • Able to work under pressure and work independently as well as a good team player,
  • Must be able to work in a fast-paced and dynamic environment,
  • Willing to travel to multiple sites,
  • Willing to work flexi hours and long hours, if necessary,
  • Required to work on rotating shifts,
  • Able to work on weekend & Public Holidays,
  • Entry level candidates are welcome as On-Job-Training provided.