IT Support Engineer – Trainee

Experience: 0-2 Years

Responsibilities:

  • Having Interest in IT Infrastructure Management and Support carrier.
  •  Provide 1st line technical support aimed at logging all calls and ensuring that SLAs are being adhered to.
  • Escalation of technical issues to Managed Services 3rd line in line with defined SLAs as appropriate.
  •  Working as part of the team to ensure the department always offers World Class Customer Service.
  •  Be the directly contacted group for specified Managed Services customers help desk to help desk and end-user.
  • Own the customer relationship, handling and resolving technical and account calls in an efficient and timely manner.
  • Provide accurate and timely information by investigating fully all customer enquiries, and by using available equipment and applications, to ensure that incidents & problems are resolved efficiently.
  • To produce knowledge articles and information to be distributed amongst the team.

 Requirements and Skills:

  • Excellent in communication (both verbal & written) Ability to speak and write clearly and accurately.
  • Demonstrated proficiency in typing and grammar.
  •  Knowledge of relevant software computer applications and equipment.
  •  Basic Understanding of Networking, Computer Hardware and Applications configuration process.
  •  Knowledge of customer service principles and practices.
  • Effective listening skills.
  • Willingness to co-operate with others and work for the greater good.
  • Multi-tasking capabilities

The minimum qualification: Any Graduation or Diploma

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